Borrowing Ops, Back Office

1 Month ago • All levels • $24,750 PA - $27,250 PA

Job Summary

Job Description

The Borrowing Ops, Back Office role involves working within the Financial Health team to support customers struggling with debt. The role includes communicating with third-party debt organizations like StepChange, and setting up debt solutions on customer accounts. Advisors will also provide general customer service via chat and phone, addressing questions and complaints. Responsibilities include understanding regulatory obligations, contributing to fair outcomes, and engaging with other business domains. This role requires empathy, strong communication skills, and a solid understanding of credit products and UK regulations. This is a remote position based in the United Kingdom.
Must have:
  • Experience in Collections or Back Office roles with third parties.
  • Understanding of UK laws and regulations around credit.
  • Good communication skills, empathetic and a good listener.
  • Experience providing customers in financial difficulty the best outcome.
  • Understanding of credit products.
Good to have:
  • Experience working with third party debt organisations such as StepChange, PayPlan etc
Perks:
  • £1,000 learning budget each year to use on books, training courses and conferences.
  • Fully remote role in the UK, with opportunities to visit Cardiff or London office.

Job Details

🚀 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 ❤️

Hear from our UK team about what it's like working at Monzo


 

UK Remote | 💰£24,750 - £27,250 + Benefits | Hear from the team

⭐Our Financial Health team

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!

This will be a great development opportunity for someone who is wanting to learn more about the Financial Health domain, add some skills to their repertoire and work with a new team; taking on a new challenge. The hours on offer are Monday - Friday, with a variance of shifts between 9am - 5.30pm or 9.30am - 6pm.

🔑You’ll play a key role by

Having an understanding of financial difficulties and collection processes will allow you to investigate problems and help customers who are struggling. You’ll build up a detailed knowledge of how the debt industry works, alongside the landscape of support available to customers who work with third parties such as StepChange.You’ll require soft skills allowing you to help customers who are struggling with debt such as appropriate tone of voice and a deep understanding of the regulatory requirements within the debt industry. Where other domains need support, Back Office Advisors will be expected to support. 

The role will consist of communicating with third party debt organisations and setting up the required solution on the customer’s account. In this role you would be predominantly working with debt solutions but some of your time will be spent offering general customer service to customers who have questions, feedback, complaints or compliments via chat and/or phone.  Where other domains need support Borrowing Back Office Advisors will be expected to support.

🤩 We’d love to hear from you if 

The role will consist of communicating with third party debt organisations and setting up the required solution on the customer’s account. In this role you would be predominantly working with debt solutions but some of your time will be spent offering general customer service to customers who have questions, feedback, complaints or compliments via chat and/or phone.

  • Communicating with third party debt organisations such as StepChange, PayPlan etc
  • Setting up the required debt solutions on customer’s accounts and letting the customer know what the solution looks like and how this impacts their credit file etc
  • Engaging with other domains in the business and sharing knowledge on our borrowing products to deliver fair outcomes
  • Understanding our regulatory obligations and ensuring these are fulfilled in our customer outcomes
  • Predominantly talking to third party debt organisations but some of your time will be spent offering general customer service to customers via chat and/or phone.
  • Working efficiently in line with performance metrics

You should apply if:

  • You have previous experience working within the Collections industry or a Back Office role working with third parties
  • Previous experience working with Debt Management Organisations such as StepChange
  • You have a working understanding of UK laws and regulations around credit including CONC, CCA and SYSC
  • You have experience of providing customers in financial difficulty the best outcome!
  • You are a good communicator, enjoy listening and are empathetic
  • You have a sound understanding of credit products
  • Have strong communication skills both written and verbal!
  • You’re comfortable speaking on the phone to customers and would be happy to speak to our customers through different methods

Desired, but not essential, experience would be:

  • Working with third party debt organisations such as StepChange, PayPlan etc

🙌What’s in it for you

  • £1,000 learning budget each year to use on books, training courses and conferences.
  • This role will be fully remote in the UK. With opportunities to visit the Cardiff or London office.
  • The working hours of this role are Monday to Friday, with a variance of shifts between 9am - 5.30pm or 9.30am - 6pm.

🌈 The application journey has 3 key steps

  • Stage one - Application and answers.
  • Stage two - Take home task. 
  •  Stage three - Interview with two of our Team Managers that will last 1 hour.

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

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

This role may still include working some Collections tasks to support our service position.

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, 2023 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.

#LI-REMOTE/SB


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 😊

Similar Jobs

UPF Industries  - Regional Truck Driver

UPF Industries

Granger, Indiana, United States (On-Site)
1 Month ago
Fashionphile - Retail Support Specialist

Fashionphile

Newport Beach, California, United States (On-Site)
1 Month ago
Greenworks - Technical Sales Specialist - Southern Florida

Greenworks

(Remote)
3 Months ago
WebFX - Copywriter (Digital Marketing & B2B) (South Africa)

WebFX

South Africa (Remote)
7 Months ago
Sonar Source - Staff Software Engineer (Java)

Sonar Source

Austin, Texas, United States (Hybrid)
7 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

WebFX - Copywriter (Digital Marketing & B2B) (South Africa)

WebFX

South Africa (Remote)
7 Months ago
CAE - Sales Strategy Analyst, EMEAA

CAE

Burgess Hill, England, United Kingdom (Hybrid)
2 Weeks ago
Greenworks Sunrise Global Marketing - Territory Sales Manager

Greenworks Sunrise Global Marketing

Sacramento, California, United States (Remote)
3 Weeks ago
USE Insider - Accounting Specialist

USE Insider

Istanbul, İstanbul, Türkiye (Hybrid)
7 Months ago
Biofire DX - Sr Packer

Biofire DX

Hazelwood, Missouri, United States (On-Site)
2 Weeks ago
Make - Access & Asset Manager

Make

Prague, Prague, Czechia (On-Site)
2 Weeks ago
WebFX - Digital Marketing Lead (SEO) (Cape Town)

WebFX

Cape Town, Western Cape, South Africa (On-Site)
7 Months ago
WebFX - Copywriter (Digital Marketing & B2B)

WebFX

United Kingdom (Remote)
2 Months ago
GOAT Group - Intake Specialist

GOAT Group

Fontana, California, United States (On-Site)
1 Week ago
Make - Integration Engineer

Make

Prague, Czechia (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in United Kingdom

Ion - Implementation Engineer - 9951

Ion

London, England, United Kingdom (On-Site)
8 Months ago
bytedance - Strategic Account Executive - Innovative Technical Sales (iGaming/Media)

bytedance

London, England, United Kingdom (On-Site)
2 Months ago
Discord - Senior Regulatory Counsel

Discord

London, England, United Kingdom (On-Site)
1 Month ago
Two Circles - Senior Full Stack Engineer

Two Circles

London, England, United Kingdom (Hybrid)
1 Month ago
Whatnot - Performance Creative Producer

Whatnot

London, England, United Kingdom (On-Site)
1 Month ago
King - Employment Counsel

King

London, England, United Kingdom (Hybrid)
2 Weeks ago
Sega (UK) - Audio Programmer

Sega (UK)

Horsham, England, United Kingdom (Hybrid)
1 Week ago
Thales - Managing Consultant - SOC Services

Thales

United Kingdom (Remote)
3 Weeks ago
Larian Studios - Motion Capture Specialist

Larian Studios

Guildford, England, United Kingdom (On-Site)
1 Month ago
Insight Software - Global Events Manager

Insight Software

London, England, United Kingdom (Remote)
1 Week ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

We’re building the best bank in the world - a bank you'd be proud to use - and that means bringing together a talented team with diverse experiences, backgrounds and skills. We believe there should be an alternative to the banking of the past: we're focused on solving problems, rather than selling financial products, making your financial life simpler, and giving you complete control from your smartphone. Internally, we encourage an open, collaborative, inclusive working environment. We contribute to open source software, and we continually engage with our wonderful community. We’re hiring talented, creative problem-solvers to help us build the bank of the future.

Cardiff, Wales, United Kingdom (Remote)

London, England, United Kingdom (Hybrid)

London, England, United Kingdom (Hybrid)

London, England, United Kingdom (Remote)

Cardiff, Wales, United Kingdom (Remote)

London, England, United Kingdom (Remote)

United Kingdom (Remote)

London, England, United Kingdom (Hybrid)

London, England, United Kingdom (Remote)

London, England, United Kingdom (Remote)

View All Jobs

Get notified when new jobs are added by Monzo

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug