Collections Adviser, Monzo
Financial Health
£24.8-29.6k
If you are based in London the minimum salary offer will be £27,250
Digital-only bank platform and marketplace
Be an early applicant
Digital-only bank platform and marketplace
1001+ employees
Be an early applicant
£24.8-29.6k
If you are based in London the minimum salary offer will be £27,250
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- You are able to start on 5th January 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
What the job involves
- 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!
- 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
Application process
- 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
- If you have a preferred name, please use it to apply. We don't need full or birth names at application stage
- 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
- Start on 5th January 2026
- 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
- Our average process takes around 2-3 weeks
Our take
Monzo is a challenger bank that fully operates online and offers a full range of current, savings, business accounts, and more. The speed of the challenger banks to provide a great experience has been impressive, and the number of competitors appearing has proven the consumer desire for innovation.
Monzo remains one of the popular online banks, with more than 6 million active users. The company faces competition from more traditional banks, such as Goldman Sachs and JP Morgan, which have launched their own digital banks. However, the new technologies that the company is built on enable it to expand quickly (with fewer issues) than the incumbent players' offerings.
With an increasing amount of people switching banks, the company's ever-expanding suite of banking and financial services (such as its buy-now-pay-later offering) has resulted in Monzo receiving the second-highest net switching gains among digital challenger banks (just behind Starling).
After setting U.S. expansion plans aside in 2020, the company launched in the U.S. market in early 2022, partnering with Sutton Bank to provide its U.S. accounts. After several years focused on narrowing its losses, Monzo hit profitability in the first two months of 2023. In the same year, 2 million new customers joined, tallying its customer base at 9 million in 2024.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 18 rounds)
May 2024
$190m
LATE VC
Mar 2024
$457m
LATE VC
Total funding: $1.9bn
Company benefits
- Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
- Flexible working hours
- Work From Home Opportunities + we'll pay for any equipment you need to do your job
- 24 days holiday a year, plus bank holidays
- Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
- Employee Assistance Programme
- Learning budget of £1,000 a year
- Aviva Pension Scheme + 4% Employer Contribution
- Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
- 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid)
- 3 months of secondary caregiver leave at 100% pay
- Unum Life Insurance
- Access to fertility and family-forming health benefits via Fertifa
- Abellio Season Travel Tickets + Cycle-to-Work Scheme
Company HQ
City of London, London, UK
Leadership
TS Anil
(CEO)Also a Board Member at Accion. Previously Board Member at UK Finance, Global Head of Payments, Products & Platforms at Visa and was the Global Head of Retail Products at Standard Chartered Bank.
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