Remote, UK | £23,500 + Benefits

** In applying for this role it is essential that you have at least 6 months or more of experience in banking services. Please note that without this experience, your application will not be progressed **

** 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.

What you'll be doing:

We are looking for passionate people with over 6 months’ experience in banking who are looking to kick start or grow their career in Mastercard Card Payment Disputes (CPD). 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:

• You’ll be using Monzo's software & systems to build a timeline of customers’ goods and services dispute claims.
• Communicating with our customers effectively and with empathy, achieving the right outcomes through the Mastercard chargeback process.
• Making fair decisions based on your high quality investigation, in line with external regulations and internal policies.
• Supporting frontline colleagues with Card Payment Disputes queries
• Build a wider understanding of the chargeback process and eventually become skilled enough to support the wider team.
• Identifying and supporting our vulnerable customers whilst reviewing their dispute claims.

You should apply if:

• You are able to start on 15th April 2024 and attend 5 weeks of training and accreditation Monday to Friday 9am - 5.30pm (we do not allow any holidays or appointments during this time)
• You are a UK resident currently living in the UK and have the right to work in the UK.
• You have experience working in banking operational teams
• You love connecting the dots and solving problems.
• You are comfortable making decisions based upon your judgement in a changing environment.
• You're great at explaining things to people, and have a high level of written English.
• You're excited by our mission of making money work for everyone.

Desirable but not essential:

• You have experience of working in Card Payment Disputes.
• You have experience of Mastercard or Visa card scheme rules.

The Interview Process

The application process consists of:

• Answering the application questions below
• A remote interview lasting approximately 60 minutes

If you do have any specific questions ahead of this please contact us on ninaebanks@monzo.com

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 4 weeks with a following 1 week of accreditation. Please note that 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 ️

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

• 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 Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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 ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

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