Collections Adviser, Financial Health

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

📍Location Remote in the UK | 💰 £24,750 to £29,625 + Benefits | Hear from the team ✨ (If you are based in London the minimum salary offer will be £27,250)

Please reference any literature that you may refer to, as applications that are highly plagiarised and not your own work. e.g. ChatGPT, will be declined.

Your Day to Day;

Our Collections team are the financial health heroes at the core of Monzo. They are here to identify and support customers who may be struggling with debt, offering them compassion and options to help. They do this with their top notch understanding of Monzo’s award winning lending products, credit file details and something we call a ‘decisioning process’ - something we’ll teach you all about!

You should apply if:

• You are able to start on 13th April 2026 and able to attend 7 weeks training, Monday to Friday 9am - 5.30pm

• Prior experience in Collections, Debt Recovery or Customer Service within a contact centre environment experience would be advantageous

• Have a background supporting customers with vulnerability

• You’ll need to have a background supporting customers

• The ability to communicate with customers to the highest standard because we only want the best for them

• You can ask open questions to understand their situation, listen and provide solutions via our in-app chat, outbound and inbound calls and emails

• From time to time things are complex so a keen eye for detail and a high standard of work will really help in this team

• Understanding and keeping up to date with our regulatory obligations and ensuring these are fulfilled in our customer outcomes (in line with the FCA).Most importantly - you live and breathe people and customers like we do

The interview process:

Our interview process involves 3 main stages:

• Please answer the application questions and the 4 scenarios within

• Recruiter Call - 30 minutes

• Competency-based Values and Role Specific Interview - 60 mins approx.

⏰ Your working life and shift requirements

• Working hours fall within Monday to Friday 8am to 8pm and Saturday and Sunday 9am - 6pm (37.5 hours a week, remote working).

• Your shift pattern will vary on a weekly basis, but don't worry, we give you plenty of notice in advance.

• You're guaranteed 1 full weekend off each month.

• We'll guarantee time off on your birthday (if you want it). This will come from your regular holiday balance and provided you have enough to cover it.

🙌 What’s in it for you

💰 £24,750 to £29,625 ➕ plus stock options & benefits

📚£1,000 learning budget each year to use on books, training courses and conferences.

➕ Plus lots more! Read our full list of benefits.

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [email protected]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

Please note we will close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment.

#LI-REMOTE #LI-FA1

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊