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Disputes Adviser

Cardiff, London or Remote (UK)

🚀 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 | 💰 £24,750 + 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 **

⭐Our Disputes Team

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.

The working hours are:

  • 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.


🔑You’ll play a key role by...

  • 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.

🤩We’d love to hear from you if…

  • You’re able to start on 12th May 2025 and attend 5 weeks of training and accreditation Monday to Friday 9am - 5.30pm (we can’t allow any holidays or appointments during this time).
  • You’re 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’re 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.

 

🙌What’s in it for you

💰£24,750 ➕benefits

📍This role is a UK Remote based role

📚£1,000 learning budget each year to use on books, training courses and conferences.

🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

  1. Application questions
  2. Recruiter call
  3. Role specific and Values interview

This process should take around 2-3 weeks.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to hiring@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. 

#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, 2023 Diversity and Inclusion Report and 2024 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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

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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.

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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.

By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.

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