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 ?
The EU Team As we plan for supporting our EU business, we anticipate queries from customers and inevitably from people falling into financial difficulties and who are potentially vulnerable.
These conversations/queries/tasks are often technical or sensitive in nature, requiring our Financial Health Customer Operatives to have a deep level of knowledge on our lending products, the assessment of customers affordability and potential vulnerabilities and how to meet our regulator's high expectations.
Reporting to the EU Director of Customer Operations, we're looking for a Financial Health Operations (Fin Health Ops) expert to join our fast-growing EU team here in Dublin.
You will work across different areas and products including our current and business accounts and partner with our group data science, data engineering, product and technology teams.
You will need to be comfortable handling Fin Health escalations as well as overseeing and coaching our outsourced partners on the highest performing standards in Financial Health.
Partnering closely within Fin Health collective to deliver portfolio performance and changes at pace.Instilling a culture focused on the completion of accurate, efficient work, and risk-awareness, in a team that needs to be laser-focused on both the customer experience and meeting regulatory requirements.Impacting how Monzo's lending products evolve to make sure that we have the customer at the centre of everything we do which hasn't always been the case in this industry.Identifying opportunities for automation and efficiency - driving through changesSupport our partner teams deliver quality outcomes to our Fin Health CustomersWork alongside the work force management team to ensure capacity plans to deliver service are robust and effectiveYou'll complete root cause analysis on our QA scores, control and exception reports & complaints data and where trends are identified, make recommendations for how we can improveYou'll work through the exceptions on our control and exception reports for each respective month and call out opportunities for improvementsWhere we have known issues/identify issues as part of RCA you will help form ideas for solutions & work with the relevant stakeholders on implementation for the fixesYou'll seek new opportunities for ways of working in FinHealth, enhancing customer and COp experienceAs we bring in new processes or make changes to existing ones, you will update/create guidance for the rollout of the changeYou'll help keep our Customer Operations up to date with relevant changes by putting communications together or supporting with training rolloutsYou'll support quality checks on new processes to ensure we embed new processes safely and provide the necessary feedback to maintain our customer outcome scoresYou have 5+ years demonstrated experience in supporting customers in financial health difficulties at managerial level.Experience in both a start-up and scaled environment is desirableYou've led successful teams to achieve their goals and have an empathetic leadership style.You are an effective advocate and communicator of change.You are very hands-on and solve problems when you spot them.You have excellent communication skills, both written and verbalExperience in leading teams working in collections or recoveries within the financial difficulties space is preferred but not essentialYou are data lead and have a good problem solving approachExperience leading back office, technical teams and with 3rd party service providers is highly desired but not essentialWhat we are doing at Monzo excites youWhat's in it for you A competitive compensation package, composed of a base salary share options.
This role will be based in a Dublin office, however you will be expected to travel to Monzo's head offices in London from time to time.
We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
Annual Leave - 34 days including public holidays (24 holiday days + 10 public holidays)
€1,200 learning budget each year to use on books, training courses and conferences.
Pension scheme: the minimum contribution is 4% and Monzo matches any additional contributions that you make up to a maximum of 6%
Wellbeing benefits: financial education, women's and men's health support, mental health benefits, including coaching and counselling
The application journey has 3 key steps Recruiter screenFull loop interviewsThis process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible
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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 ****** .
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.
We'll only close this role once we have enough applications for the next stage.
Please submit your application as soon as possible to make sure you don't miss out.
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.
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