Disputes Expert at Monzo
London, England, United Kingdom -
Full Time


Start Date

Immediate

Expiry Date

17 Oct, 25

Salary

35475.0

Posted On

17 Jul, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

It

Industry

Outsourcing/Offshoring

Description

WE’RE ON A MISSION TO MAKE MONEY WORK FOR EVERYONE.

We’re waving goodbye to the complicated and confusing ways of traditional banking.
After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.
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 UK team about what it’s like working at Monzo ✨
Remote in the UK | £28,050 - £35,475 + Benefits | Hear from the team ✨

ABOUT US:

We’re here to make money work for everyone and we’re doing things differently. For too long, banking has been obtuse, complex and opaque.
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.

Responsibilities

WHAT YOU’LL BE DOING:

We are looking for passionate people with experience in Card Payment Dispute (CPD) investigations, where you’ll be helping our customers identify, resolve & provide support regarding Card Payment Dispute enquiries. Fraud transactions are dealt with by a different team altogether.
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.

YOU’LL PLAY A KEY ROLE BY…

  • Using a full set of tools to build a timeline of a customer’s dispute claim ensuring we are submitting valid chargebacks for our customers.
  • Analysing & resolving enquiries for dispute cases & 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.
  • Identifying and supporting our vulnerable customers in relation to their dispute claims
  • Handle Dispute enquiries within agreed SLAs
  • Analysing and resolving enquiries for dispute cases in line with the Mastercard scheme guidelines to give the customer the correct outcome
  • Ensure that investigation files, notes and other documents are adequately completed Identify areas of optimisation and implement process enhancements
  • 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’ll need to be confident in both written and verbal communication, as the role will sometimes involve speaking with customers over the phone
  • You’ll 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.
  • Recognising emerging trends in disputes and communicate this information to your Team Manager
  • Being responsible for identifying your areas of development and working with management to develop in these areas (training, mentoring, etc.)
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