Card Payment Disputes Adviser, Expert Level

🚀 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 **

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, on occasion, be speaking with customers over the phone.
• You’ll …