Card Payment Disputes Adviser, Expert Level

🚀 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 ❤️

Hear from our team about what it's like working at Monzo ✨

Remote, UK | £28,500 + Benefits

** In applying for this role it is essential that you have 9 months or more of experience in working in Mastercard Card Payment Disputes - please note that applications without this experience will be declined. **

** We cannot sponsor Visas for this role **

About us:

We're here to make money work for everyone and we're doing things differently. We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.
We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo. Our Disputes process is a great example of a seamless experience for customers, entirely managed through our app

What you'll be doing:

We are looking for passionate people with experience in Disputes, specifically Card Payment Disputes (CPD) investigations. You’ll love solving problems, investigating and evidencing through the Mastercard chargeback process and keeping up-to-date with the latest trends. As you gain experience you'll be able to take on more complex cases and grow your skills in different areas of the Mastercard disputes process.

Your day to day:

• Your Journey at Monzo will start by learning how to review initial Dispute claims from our customers. This is an important building block for the more complex work you will take on later.
• You’ll be using a full set of tools to build a timeline of a customer's Goods and Services disputes claim ensuring we are submitting valid chargebacks for our customers
• Communicating with our customers effectively and with empathy and securing the right outcomes for them.
• Making fair decisions based on your high quality investigation, in line with external regulations and internal policies.
• Once you have got to grips with the initial stages of a Dispute at Monzo we will then look to upskill you to engage with the Mastercard chargeback process through to the Second Presentment stage.
• You will also be expected to become a trusted point of escalation for the wider team. They will look to you for advice and you will be expected to provide knowledge shares to your peers using your subject matter expertise on the full chargeback process.
• Identifying and supporting our vulnerable customers in relation to their dispute claims

You should apply if:

• You are able to start on 27th May 2024 (very limited spaces) and can attend 5 weeks training Monday to Friday 9am - 5.30pm (no holidays or appointment are allowed during this time)
• You have demonstrable subject matter expertise in Mastercard Rules and Regulations.
• You have a detailed understanding of the Mastercard Chargeback guide.
• You love connecting the dots and solving problems.
• You are comfortable making decisions based upon your judgement in a changing environment.
• You are a UK resident currently living in the UK and have the right to work in the UK.
• You're great at explaining things to people, and have a high standard of written English.
• You're excited by our mission of making money work for everyone.

The interview process

The application process consists of:

• Answering the application questions below
• A take home task that should take no more than 2 hours to complete
• A remote interview lasting approximately 60 minutes on 17th April 2024
  
  

If you do have any specific questions ahead of this please contact us on [email protected].

What's in it for you:

• This is a distributed (work from home) role
• Learning budget of £1,000 a year for books, training courses and conferences
• Full and continuous training - Initial training is for 5 weeks. Please note that no holidays or appointments are permitted during the training period.

And much more, see our full list of benefits here

Your working life and shift requirements: *these are our current shift offerings and could be subject to change per business needs in the future.

• Our shifts are 37.5 hours, 7am - 6:30pm Monday to Sunday including bank holidays and you'll be working remotely on a 4 week rolling shift pattern.
• However, you will be able to choose a fixed start time between 7am and 10am.
• To make sure we have enough cover on weekends our schedule rotation will include one weekend day every two weeks. On these weeks you will get a weekday off in the same working week. You will also get a 3 day weekend every four weeks.

🏡 To work remotely you'll also need:

• to work from home in the UK in a safe, private and distraction free environment
• a solid internet connection (download speed - 10mbps; upload speed - 5 mbps)

💻 Equipment:

• We'll provide you with a work laptop on your first day. There's no need to supply your own.
• You do need to own your own smartphone, this will be needed each time you log into our customer support system.

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, 2022 Diversity and Inclusion Report and 2023 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.