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Disputes Adviser

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Monzo Bank

22d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Banking & Finance
  • London
  • Quick Apply

AI generated summary

  • You must have 6+ months in banking, live in the UK with work rights, be available for training starting May 12, and have experience in card disputes and payment scheme rules.
  • You will investigate customer dispute claims, communicate empathetically, make fair decisions, support colleagues with queries, and assist vulnerable customers throughout the chargeback process.

Requirements

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

Responsibilities

  • 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.

FAQs

What is the salary for the Disputes Adviser position?

The salary for the Disputes Adviser position is £24,750, along with benefits.

What are the working hours for this role?

The working hours for this role are from 7am to 6:30pm, Monday to Sunday, based on a 4-week rolling shift pattern. You can choose a fixed start time between 7am and 10am.

Is prior banking experience required for this role?

Yes, it is essential that applicants have at least 6 months or more of experience in banking services to apply for this role.

Can I work from anywhere, or is there a location requirement?

This is a remote role, but you must be a UK resident currently living in the UK and have the right to work in the UK.

Will there be training provided for this position?

Yes, there will be 5 weeks of training and accreditation from Monday to Friday, 9am to 5:30pm, starting on 12th May 2025.

Is there a requirement to work weekends?

Yes, the schedule rotation will include one weekend day every two weeks, but you will receive a weekday off in the same working week.

Is Visa sponsorship available for this role?

No, we cannot sponsor Visas for this role.

What benefits are included with this position?

Along with the salary, you will receive benefits, a £1,000 learning budget each year for books, training courses, and conferences, and support for your work-from-home setup.

What should I do if I have questions about the application process?

If you have any questions, you can reach out to hiring@monzo.com for assistance.

How long does the application process take?

The application process typically takes around 2-3 weeks, involving application questions, a recruiter call, and a role-specific and values interview.

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Monzo Bank

We're a bank that lives on your phone, on a mission to make money work for everyone.

Finance
Industry
1001-5000
Employees
2015
Founded Year

Mission & Purpose

Monzo is a UK-based digital bank that offers a range of modern and innovative banking services through its user-friendly mobile app and online platform. Their ultimate mission is to provide customers with a seamless and transparent banking experience that empowers them to take control of their finances and make smarter money decisions. Monzo's purpose is to democratise finance and make banking accessible to all, breaking down traditional barriers and offering a customer-centric approach to banking. With a strong emphasis on transparency, security, and customer satisfaction, Monzo aims to become a leading force in the digital banking industry and shape the future of banking for the better.

Benefits

  • 💸 Compensation

    Your manager reviews your salary every year. Proactive pay increases to reflect growing responsibilities. Share options: the option to buy shares in Monzo at a later date.

  • 📆 Flexible working hours

    We trust you to work enough hours to do your job well, at times that suit you and your team. If you’re in customer operations, you’ll have set shifts.

  • 🏡 Working from home

    If you’re employed as a distributed worker, we’ll pay for any equipment you need to do your job. If you’re normally office-based, you can still work from home occasionally - as long as you have a good internet connection and a private, quiet space which allows you to do your best work. We’ve teamed up with Abellio to make season travel tickets easy to buy and more accessible by helping spread the cost of an annual travel ticket interest free over 10 months.

  • Holiday

    24 days’ holiday a year, plus bank holidays - please use them all! Or, you can opt out of bank holidays and take 32 days’ holiday whenever you like (Customer Operations staff get 256 hours holiday, equivalent to 32 days, and are scheduled to work bank holidays, but can still request annual leave if you’d like). An extra 1 month’s unpaid leave every year. And we're piloting a sabbatical scheme where folks who've worked at Monzo for 4 years get 3 months of paid leave.

  • ⛑️ Health & Wellbeing

    Paid sick leave for both physical & mental health. Health insurance via AXA Additional health insurance through Medicash. Our Employee Assistance Programme offers a 24/7 confidential advice line for health, legal & bereavement support (and loads more). Fresh fruit in the office (biscuits, quality coffee, tea and soft drinks too). We’re a member of the cycle-to-work scheme.

  • 💰 Pension

    We’ll automatically enrol you into our pension scheme with Aviva. We offer a 4% employer contribution (Monzo pays you 100% of your salary, then 4% extra into the pension). You’ll need to pay 4% too, and you can opt to pay more for the tax benefits!. You can opt out if you’d prefer not to have a pension at all.

  • 🧡 Family

    Paid maternity, paternity, adoption or shared parental leave, if you’ve been with us for at least 13 weeks. 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid) 3 months of secondary caregiver leave at 100% pay. Life insurance from Unum. All Monzonauts, including those based outside of the UK, will have access to fertility and family-forming health benefits via Fertifa.

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