Financial Difficulties Advisor - Recoveries
- Recruiter
- Monzo Bank
- Location
- The Vale of Glamorgan (Bro Morgannwg)
- Salary
- 25000.00 GBP Annual
- Posted
- 25 May 2021
- Closes
- 19 Jun 2021
- Sectors
- Banking & Financial Services
- Contract Type
- Permanent
- Hours
- Full Time
At Monzo, we're 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. The Recoveries team at Monzo strive to recoup debt in a way that is non-detrimental to our customers.
Borrowing Operations is looking to grow the Recoveries team. To be successful in this role you will need a deep understanding of how the full lending journey works for customers and the regulatory expectations when working with customers who are struggling to repay debt. This role focuses on the later stages of the lending journey, and has been created to help our customers who are experiencing financial difficulties and who have defaulted on their lending product.
You'll be responsible for speaking to customers who have an outstanding lending product with us, but no longer have access to their Monzo account. This involves working across a few different task types and working with our two current lending products: loans and overdrafts. You'll be expected to take ownership of each query you handle and help the customer set up a solution which is going to allow them to affordably repay their debt with Monzo.
You'll need to be confident in questioning procedures, owning tasks from start to finish, working well in a team and not afraid to suggest improvements.
In this role you'll be mainly working on Recoveries related work, but some of your time will be spent providing general customer service.
You'll be responsible for:
- Speaking to customers who have an outstanding lending product but no longer have access to the app, helping to set up an appropriate solution
- Providing appropriate post-default service
- 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
You should apply if: ?
- You have a minimum of 1 year experience working in a recoveries environment
- 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 are keen to share your knowledge and experience with other colleagues
- You have an understanding of credit products
- You take pride in your work and have a keen eye for detail
- You're able to make decisions
- You have strong communication skills both written and verbal
- You are very comfortable using a laptop (an Apple MacBook will be provided by Monzo)
- You're great at explaining things to people, and have flawless written English.
- You're comfortable speaking on the phone to customers and would be happy to speak to our customers through different methods
Logistics??
This role will be fully remote in the UK, with opportunities to visit the Cardiff office.
To make sure we're around to help our customers 24/7, we ask our new Customer Operations (COps) team members to commit to a rotating working pattern called 'open availability.' That means you'll be contracted to a fixed amount of days and hours per week, but the times and days of your shifts will vary weekly depending on customer demand.
Equal Opportunity Statement
At Monzo, embracing diversity in all of its forms and 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.
We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.
What is Monzo about?
We're a bank on a mission to make money work for everyone. By focusing on solving real problems rather than selling financial products, treating people fairly and being totally transparent, we believe we can make banking better.
Monzo started in 2015 with big plans and a little office in Shoreditch, London. Now we're a fully-licensed bank with millions of customers in the UK, and well over a thousand employees around the world.