Customer Operations/Disputes Specialist, Monzo

• We are looking for someone passionate with experience in Card Payment Dispute (CPD) investigations, where you’ll be helping our customers identify, resolve & provide support regarding Card Payment Dispute inquiries
• You're keen to get involved in an early stage startup and excited for the opportunity to build Monzo in the US
• You see customer support as central to the product we are building, and might use the knowledge you develop in this role to scale an operational area at Monzo in the future
• You’re willing to work hours between: 9 am - 6pm EST or PST Monday-Friday
• You are willing to work on rotational shifts (you’ll be provided advanced notice)
• You know what great customer support looks like and you're passionate about delivering it at scale
• You're comfortable working in a fast-paced environment and adaptable to constant change
• You're comfortable with ambiguity and able to work independently
• You're excited for a challenge and want to be part of the team that makes Monzo!
• Have strong customer service skills with the ability to handle complex inquiries. Provide excellent customer service and go above and beyond to protect our customers
• Demonstrating organizational skills to navigate multiple systems while effectively communicating with customers. Identify process improvement and identify areas of optimization for management
• Work independently and have the ability to arrive at the right outcome for the customer

Desirable

• We're looking for someone who isn't afraid to troubleshoot tough problems. When something comes up that no one has seen before you'll work directly with the rest of the team to solve the issue, and help build a process to tackle the same problem in the future
• You'll listen to customers' concerns with positivity, empathy and patience. You'll fix whatever's up and help us stop it from happening again
• In the UK we're known for our outstanding customer support. We're looking for help building the foundation for our Customer Operations team in the US
• You'll be the first point of contact for some of our early US customers
• You'll be tackling questions, identifying bugs, and feeding back directly to our product and engineering teams
• Our mission is to make money work for everyone, and while having a great app is part of that, having access to world class customer service is another
• By solving customers' problems, treating them fairly and being transparent, we believe we can make banking better
• This is a unique opportunity to help us shape what customer service will look like as we expand into the US
• Using a full set of tools to investigate and build a timeline of a customer's dispute or complaints claim
• Investigate, analyze, and resolve customer complaints and disputes in a professional and empathetic manner. You’re passionate about finding answers to our most complex customer problems
• Making fair decisions based on your high quality investigation, in line with external regulations and internal policies
• Providing the best customer support by talking directly and honestly with our customers through a variety of different mediums, focusing on in-app chat and email, but can include phone calls when needed
• You’re able to distill complex findings into simple, actionable summaries and communicate to a range of audiences and stakeholders
• High competency and awareness of the banking regulations within the US
• Recognizing emerging trends in customer feedback and communicate this information to your Team Manager
• 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
• Being responsible for identifying your areas of development and working with management to develop in these areas (training, mentoring, etc.)
• Working closely with our financial crime team to act as the first line of defense to help spot and investigate trends
• Developing a deep understanding of what our community really wants from a digital banking product and helping us prioritize what we build accordingly

• A quick call with a Recruiter
• A role specific task (written exercise)
• Role specific Interview with a member of the Operations team
• Cross functional Interview with a member of the Operations team
• Behavioural Interview with a member of the Operations team