ZAF Monzo Collections 02112026

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive.

Responsibilities

• To actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business.
• To handle day to day customer requests received via different channels of communication and as per Client guidelines.
•  As part of your continuous development you will be given the opportunity to be a buddy to new starters and champion new initiatives within the department.
• You will also be required to support business requirements and where necessary provide support to other areas of the business

Requirements

• Education and Specific TrainingWork Experience Matric/ Equivalent  Minimum of 6 months -12 months call Centre/ telephone sales experience  Maintain campaign performance, quality, regulatory and compliance standards  Experience in a FCA regulated environment – Advantageous  Experience in banking/Insurance
• Financial industries- Advantageous Responsibilities Handle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:  Ensuring adherence to the DPA requirements within the CS environment  Complaint handling skills ensuring appropriate solutions are offered  Processing customer payments  Providing transactional data both recent and historically  Processing replacement card requests  Submitting Lost and Stolen requests including the immediate blocking of an account and updating the customer records with accurate information to ensure
• Fraud risk is minimal.  Updating customer records on request ensuring accounts are updated accurately  Processing cash advance requests  Activating accounts and adhering to all activation scripting to ensure accounts are opened accurately  Closing customer accounts on request  Providing interest calculation advice on request  Providing correct and accurate advice in relation to accounts which are in a collections state and where necessary adding a promise to pay  Processing credit balance refunds on request  Setting up Direct Debits  Raising disputes through to the fraud department as per the agreed processes  Providing technical support for all online enquiries including the re-setting of accounts.  Submitting account blocks as and when required and ensuring adherence to company guidelines.  Processing Inbound applications and ensuring accurate data entry of customer details into the Transact systems  Ensuring appropriate letters are issued to customers based on their requests  Support the location of missing payments and raising through to the relevant areas to ensure customers’ accounts are processed accurately  Submitting pin requests  Ensuring all reasonable adjustment requests are processed and accurately recorded  Processing additional cardholder and authorized user requests  Adhering to all compliance scripting

Correspondence Responsibilities  Processing as above all customer written requests adhering to all compliance and DPA requirements  Using Econsumer to amend date of birth mis-matches and following strict procedural guidance.  Batch and record all volumes of customer correspondence  Processing credit limit reductions and rejections  Support the archiving process of correspondence  Ensuring copy statements are ordered and appropriately charged to the customer’s account