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Job Location | Cardiff |
Education | Not Mentioned |
Salary | £22,500 per annum |
Industry | Not Mentioned |
Functional Area | Not Mentioned |
Job Type | Permanent, full-time |
Collections Advisors (Financial Difficulties)At Monzo, were building the best bank account in the world: fair, transparent and a pleasure to use. Monzo’s mission is to make money work for everyone, and this is especially important to us when our customers need help with their Monzo borrowing products, or may be struggling to repay what they’ve borrowed.As our lending portfolio grows, we are seeing increasing queries from customers about our lending products, and inevitably from people falling into financial difficulties. These queries are often technical or sensitive in nature, requiring our customer service team to have a deep level of knowledge on our lending products, potential vulnerabilities and regulatory expectations.What will the job look likeMembers of the collections team will build detail-oriented skills such as knowledge of Monzo’s lending products, credit file details, and the decisioning’ process. You’ll require soft skills allowing you to identify customers who are struggling with debt, and the options available for those customers. You’ll need a deep understanding of the regulatory requirements within the debt industry as well as a strong understanding on the end to end customer journey when a customer takes out an overdraft or loan with Monzo. You won’t be able to resolve all of the queries at first, so there’ll be an experienced member of the team available to help out, however, over time you will build competency and feel confident to handle complex queries from start to finish.You’ll impact how Monzo’s lending products evolve to make sure that we have the customer at the centre of what has historically been an aggressive and exploitative industry. The Financial Difficulties domain is constantly improving to help our customers, we’re only at the beginning of our journey and it’s already proven to be very exciting. You’ll be responsible for: