Disputes Expert, Monzo
£28.1-35.5k
More information about location
Digital-only bank platform and marketplace
Be an early applicant
Digital-only bank platform and marketplace
1001+ employees
Be an early applicant
£28.1-35.5k
More information about location
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- 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’re able to start on and can attend 10 weeks training Monday to Friday 9am - 5.30pm (no holidays or appointment are allowed during the first 5 weeks)
- You can demonstrate experience resolving and identifying Card Payment Dispute enquiries, ideally within the MasterCard Chargeback scheme
- Have strong customer service skills with the ability to handle complex enquiries. Provide excellent customer service and go above and beyond to protect our customers
- Demonstrating organisational skills to navigate multiple systems while effectively communicating with customers. Identify process improvement and identify areas of optimisation for management
- Work independently and have the ability to arrive at the right outcome for the customer
- Understand risks and effectively apply solutions proportionate to the nature of the risk whilst considering the firm's customers You’re a UK resident currently living in the UK and have the right to work in the UK
- It is essential that you have previous experience in Mastercard Card Payment Disputes, applications without this will not be shortlisted
- To work from home in the UK in a safe, private and distraction free environment
- A solid internet connection (download speed - 10mbps; upload speed - 5 mbps)
What the job involves
- 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
- 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
- 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 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.)
- Our shifts are 37.5 hours, 7am - 6:30pm Monday to Sunday including bank holidays and you'll be working remotely on a 4 week rolling shift pattern. However, you will be able to choose a fixed start time between 7am and 10am
- To make sure we have enough cover on weekends our schedule rotation will include one weekend day every two weeks
- On these weeks you will get a weekday off in the same working week. You will also get a 3 day weekend every four weeks
- 💻 Equipment:
- We'll provide you with a work laptop on your first day. There's no need to supply your own
- You do need to own your own smartphone, this will be needed each time you log into our customer support system
Application process
- Start date - 27th October 2025
- The application journey has 3 key steps:
- Answering the application questions below
- A task that should take no more than 1 hour to complete
- A remote interview lasting approximately 60 minutes
- This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
- You’ll hear from us throughout the application process
- We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out
- If you have a preferred name, please use it to apply. We don't need full or birth names at application stage
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
$459.2m
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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