Customer Service

1 week ago

Liverpool, Liverpool, United Kingdom Monixa Ltd Full time £25,000 - £40,000 per year

Monixa is a fast-growing fintech company committed to providing transparent and responsible financial solutions. We are on a mission to support customers in managing their finances effectively, with a focus on fairness, empathy, and regulatory compliance. As part of our continued growth, we are looking for a dedicated Customer Service & Collections Agent to join our Liverpool office.

This position is ideal for an experienced professional with strong communication skills, proven expertise in collections, and a solid background in financial services. While the role combines both customer service and collections, the primary focus will be on managing collections activity and supporting customers in achieving sustainable repayment solutions.

Key Responsibilities

  • Proactively manage customer accounts in arrears, engaging with clients via phone, email, and written correspondence.
  • Assess customer circumstances to create sustainable repayment plans in line with company policies and FCA requirements.
  • Handle sensitive financial situations with empathy while meeting collection targets.
  • Monitor delinquent accounts, taking timely action to reduce arrears and mitigate the risk of bad debt.
  • Clearly communicate repayment obligations, account status, and available support options to customers.
  • Ensure compliance with FCA regulations, internal policies, and industry best practices.
  • Work collaboratively with internal teams, including Customer Success and Finance, to enhance collection strategies and overall customer experience.
  • Maintain accurate account records and detailed case notes to support auditing and reporting.

What We're Looking For

  • Minimum 3-5 years' experience in financial services, with a strong track record in collections or recoveries.
  • Excellent communication and negotiation skills, with the ability to balance empathy and assertiveness.
  • Strong understanding of FCA regulations and the fair treatment of customers in financial difficulty.
  • Highly organised with the ability to manage multiple cases simultaneously.
  • Results-driven with proven ability to meet or exceed targets.
  • Comfortable working in a fast-paced, customer-focused environment.
  • Proficient in Microsoft Office and CRM systems.

What We Offer

  • Professional development and growth opportunities within a dynamic fintech environment.
  • A supportive, collaborative team culture based in Liverpool city centre.
  • Full training on Monixa's systems, processes, and customer engagement standards.

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