Customer service & collections agent

Job DescriptionMonixa is a fast-growing provider of personal loans. We pride ourselves on offering transparent and responsible lending services while putting customers at the heart of everything we do. Regulated by the Financial Conduct Authority (FCA), we are committed to supporting our customers at every stage of their financial journey.About the RoleWe are seeking a skilled and customer-focused individual to join our Operations team as a Customer Service & Collections Agent. The successful candidate will be responsible for delivering outstanding service to our customers while managing collections in line with regulatory standards and company values.ResponsibilitiesCustomer Service- Respond to customer enquiries via phone, email, live chat, and SMS- Guide customers through the loan application and repayment process- Update customer records and escalate queries when needed- Deliver accurate and compliant information about our loan products- Ensure a positive and helpful experience for every customer-Complaint resolutionCollections-Contact customers in arrears to arrange repayment plans- Assess affordability and agree on realistic payment solutions- Identify and support vulnerable customers in line with policy- Follow company workflows and escalate where appropriate- Maintain detailed and accurate records of interactions-Ability to support Vulnerable customersQualificationsAt least 1 - 3 years' of relevant work experienceExcellent phone etiquette and excellent verbal, written, and interpersonal skillsAbility to multi-task, organize, and prioritize workStrong communication and negotiation skillsWorking knowledge of FCA guidelines and treating customers fairlyProficient in Microsoft Office and CRM systemsComfortable working to performance targets

Created: 2025-06-20