Collections Adviser, Financial Health

Applied Intuition Inc.; Remote; GBP 24,000 - GBP 30,000; Full time

Job summary

A leading financial services company is looking for a Customer Operations Advisor for its Collections team. This remote position involves supporting customers who may be struggling with debt, ensuring excellent communication and understanding of financial products. The salary ranges from £24,750 to £29,625, with ample training and benefits. Ideal candidates will have customer service experience and the ability to assist vulnerable customers, working full-time hours including weekends.

Benefits

£1,000 learning budget annually

Flexible working hours

Time off for your birthday

Qualifications

• Prior experience in Collections, Debt Recovery, or Customer Service within a contact centre.
• Ability to support customers with vulnerability.
• Excellent communication skills for customer interactions.

Responsibilities

• Identify and support customers struggling with debt.
• Communicate effectively via in-app chat and calls.
• Ensure compliance with regulatory obligations.

Skills

Customer service

Communication

Attention to detail

Job description

Overview

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. 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 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 a process 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 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 you will receive ample notice in advance.
• You're guaranteed 1 full weekend off each month.
• We’ll guarantee time off on your birthday (if you want it) from your holiday balance if you have enough to cover it.

What’s in it for you

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

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. If you have questions, please reach out to [e-mail]. You can also use this email to request accommodations for 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 disappointment.

#LI-REMOTE #LI-FA1

Equal opportunities for everyone

Diversity and inclusion are a priority for us. We support all of our people to grow at Monzo and are committed to an inclusive environment. 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 without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, 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.

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I understand that as a Customer Operations Advisor (COp) at Monzo, my role will involve outbound and inbound calls on the telephone as well as communicating through in-app chat, social media platforms and email. *

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The salary range for this role is £24,750 to £29,625. The higher end of the salary would be considered for those with tenured experience within a Collections/Debt Recovery environment. What salary are you looking for? *

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SCENARIO 1- Steven has entered the in-app chat and told us that he has just lost his job. He has a Loan and Flex with Monzo, both up to date until a month ago. Recently, he took out another Loan with another Bank for House Renovations. He cannot afford his mortgage payments or to keep up with any of the lending he has. Additionally, Steven's credit score has started to decline, limiting his future borrowing options. How would you approach this situation to provide comprehensive support to Steven? *

SCENARIO 2 - You have been scheduled on outbound calls today, your first call is to Amir, who is a 17 year old student and has applied for a Loan and is unhappy that he has been rejected for this. He has made comments like “this is the worst bank, I need a Loan and you approved my friend for one yesterday so why can’t I have one?” He is also currently in an Unarranged Overdraft of -£128 because of a failed dispute. How would you handle this call to address Amir's concerns and guide him toward a positive resolution? *

SCENARIO 3 - Personal Development)You are coming towards the end of your probation:A) You have had some constructive feedback in Quality Assurance.B) You have been put on a coaching plan.C) You have just received news that you may have more feedback for a similar issue as before.D) You feel like the support from your line manager hasn’t helped and you haven’t had enough time with experienced colleagues to be able to improve and mitigate further failures. *

1) How do you approach this conversation with your line manager?

2) What steps would you take individually to improve your situation and work on constructive feedback?

3) What type of support do you think would help you to overcome difficulties in this scenario?

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