Disputes & Complaints Analyst, Monzo
Customer Operations
Digital-only bank platform and marketplace
Job no longer available
Digital-only bank platform and marketplace
1001+ employees
Job no longer available
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- You have 3+ years’ experience at a fintech company or bank, including experience managing transaction disputes
- You have a thorough understanding of Reg E, its requirements, and timelines
- You know what great customer support looks like and you're passionate about delivering it at scale
- You’re excited by the prospect of working in a fast-paced environment and eager to take on a lot of responsibility early in your career
- You’re curious, quickly assimilate new information, and take a logical approach to problem-solving
- You're great at explaining things to people, and have flawless written English
- You’re keen to get directly involved and make things happen, without waiting for someone else or always needing to delegate, and are happy to work independently
- You’re comfortable working with data, using it to identify patterns and trends, and inform your decision making. (As a plus) you have data analysis skills using SQL or other data visualization tools
- You delight in investigating complex problems, getting to the root cause, and fixing them
- You're excited for a challenge and want to be part of the team that makes Monzo!
- Not required, but preferred: willingness to work a Sunday-Thursday shift
What the job involves
- Managing our customers’ transaction disputes, including timeline management, tracking, notifications, investigations, and balance adjustments to ensure compliance with Regulation E
- Tracking and addressing customer complaints when things go wrong, keeping customers happy while maintaining our regulatory obligations
- Monthly disputes and complaints reporting to our US partner bank, accurately and efficiently organizing our records to demonstrate consistent compliance
- Maintaining and adapting our disputes and complaints processes and tooling to suit the evolving needs of the business
- Providing customer support through a variety of different mediums, based on our customers’ needs; whether that be through calls, social media platforms, email or in-app chat. With time, you’ll have a particular focus on the more complex, trickier queries that our customers have
- Proactively spotting patterns in customer queries and feedback to see where we can make positive changes to our processes, tools, or product
- Working closely with our financial crime team to help spot and investigate fraud trends
- Supporting other members in the customer support team by being a point of escalation and mentoring new joiners. Making sure the rest of the company stays customer-focused and fixated on building the best banking product in the world
Our take
Monzo is a challenger bank that fully operates online and offers a full range of current, savings, business accounts, and more. The speed of the challenger banks to provide a great experience has been impressive, and the number of competitors appearing has proven the consumer desire for innovation.
Monzo remains one of the popular online banks, with more than 6 million active users. The company faces competition from more traditional banks, such as Goldman Sachs and JP Morgan, which have launched their own digital banks. However, the new technologies that the company is built on enable it to expand quickly (with fewer issues) than the incumbent players' offerings.
With an increasing amount of people switching banks, the company's ever-expanding suite of banking and financial services (such as its buy-now-pay-later offering) has resulted in Monzo receiving the second-highest net switching gains among digital challenger banks (just behind Starling).
After setting U.S. expansion plans aside in 2020, the company launched in the U.S. market in early 2022, partnering with Sutton Bank to provide its U.S. accounts. After several years focused on narrowing its losses, Monzo hit profitability in the first two months of 2023. In the same year, 2 million new customers joined, tallying its customer base at 9 million in 2024.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 18 rounds)
May 2024
$190m
LATE VC
Mar 2024
$454.2m
LATE VC
Total funding: $1.9bn
Company benefits
- Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
- Flexible working hours
- Work From Home Opportunities + we'll pay for any equipment you need to do your job
- 24 days holiday a year, plus bank holidays
- Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
- Employee Assistance Programme
- Learning budget of £1,000 a year
- Aviva Pension Scheme + 4% Employer Contribution
- Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
- 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
- Unum Life Insurance
- Access to fertility and family-forming health benefits via Fertifa
- Abellio Season Travel Tickets + Cycle-to-Work Scheme
Company HQ
City of London, London, UK
Leadership
TS Anil
(CEO)Also a Board Member at Accion. Previously Board Member at UK Finance, Global Head of Payments, Products & Platforms at Visa and was the Global Head of Retail Products at Standard Chartered Bank.
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