Payments Expert, Monzo
£28.1-33.3k
+ Share options
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
£28.1-33.3k
+ Share options
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
- We're looking for Experts that are among the most knowledgeable COps, with the aim of becoming subject matter experts in Payments
- You enjoy investigating and resolving complex cases
- You strive to reach the best outcomes for customers
- You are keen to develop and improve process and guidance
- You’re comfortable making and receiving calls
- You’re passionate about coaching and mentoring less experienced COps
- You’re a confident decision maker using analytical thinking to back your choices
- Are able to confidently interact with peers and stakeholders throughout Monzo
- Demonstrate all of Monzo’s core values
- Are able to manage conflicting priorities, and adapt to working different work streams on a variety of different platforms according to business needs
- Able to support peers by being flexible in work management
What the job involves
- This will either be a fixed term contract (date TBC) or a permanent position
- We're looking for Expert COps (Customer Operations Advisers) to join us in Payments
- Our team of Experts will work on some of the most complex issues in Payments
- Payment related escalations from chat, workflows, emails and calls (including completing customer callbacks)
- Providing support to Monzonauts in live hangouts
- The Credit Payment Recovery (CPR) process
- Interbank communications; for both domestic and international payments
- CASS
- Uploading and applying Paper direct debit instructions
- Bacs recalls
- Active troubleshooting to resolve complex and technical customer queries, including referring to various scheme guideline documentation outside of Guru
- Adapting to new tasks and demonstrating resilience to change within the ever changing Payments space at Monzo
Application process
- 1) Application
- 2) Call with a member of the hiring team
- 3) Interviews
- This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
Salary benchmarks
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
$467.3m
LATE VC
Total funding: $2.0bn
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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