Job Application for Card Payment Disputes Adviser, Expert Level at Monzo

🚀 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 22nd July 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

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 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.

#LI-REMOTE #LI-DR

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.

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🛂 Please confirm your UK Right to Work status.

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We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.

Do you have over 9 months' experience as a dedicated Visa/Mastercard Payment Disputes Adviser?

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I confirm that I understand that this is a 37.5 hour Full Time role and the expectation is that I will be working weekends and bank holidays.

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I understand that as a COp at Monzo, a part of my role may involve speaking to customers on the telephone and I am comfortable with taking/making inbound and outbound calls.

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Tell us why you feel this role is the next step in your career and the skills you can bring to make this a success (max 250 words)

What’s the most complex chargeback case you have worked on? Specifically, we would like to know the challenges you faced, the steps you took to resolve the case, and the final outcome (250 to 500 words)

I confirm that if successful, I am able to start on 22nd July 2024 and can commit to and fully attend the first 5 weeks in training (Monday-Friday) from 9am - 5.30pm. i.e. no holidays or appointments are permitted during training.

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I confirm that if I was successful within this role, I would be working from home in the UK in a safe, private and distraction free environment. With a solid internet connection (download speed - 10mbps; upload speed - 5 mbps).

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The salary range is £28,000 to £32,000. The higher end of the salary banding will be offered to those that are currently working as a Senior Disputes Adviser, have displayed their knowledge in an interview and very tenured within a Disputes function. With that in mind, what are your salary expectations?

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🇺🇸 Are you a US Person?

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was born in the United States (US)
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👤 Identity survey

Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

Voluntary. And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
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For more information on how we'll use this data, please read our candidate privacy notice.

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Card Payment Disputes Adviser, Expert Level

🏡 To work remotely you'll also need:

💻 Equipment:

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