Customer Operations/Disputes Specialist

Monzo Bank Limited

Job Overview

Location

Remote (US)

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Operations/Disputes Specialist at Monzo Bank Limited, you will be at the forefront of our mission to revolutionize digital banking in the US, ensuring our customers have a seamless and trustworthy experience. You will play a critical role in investigating and resolving complex card payment disputes and customer complaints, acting as a vital bridge between our customers and our innovative banking platform. This is a unique opportunity to contribute to the foundational growth of Monzo in the United States, shaping customer support operations from the ground up and directly impacting the success of our early-stage startup environment.
• Your primary responsibility will involve meticulously investigating and analyzing customer inquiries related to card payment disputes (CPD). This requires a deep dive into transaction histories, customer interactions, and relevant documentation to build a comprehensive timeline and understanding of each case. You will leverage a full suite of tools to gather evidence and reconstruct events, ensuring a thorough and accurate assessment.
• You will be tasked with resolving customer complaints and disputes with a high degree of professionalism, empathy, and patience. Your ability to listen actively to customer concerns, understand their perspective, and communicate with clarity and honesty will be paramount. The goal is not just to resolve the immediate issue but to foster trust and reinforce Monzo's commitment to fair and transparent banking practices.
• Making fair and informed decisions based on your high-quality investigations is a core aspect of this role. You will need to interpret and apply external regulations and internal policies consistently, ensuring compliance while always advocating for the best possible outcome for the customer. This requires a strong analytical mindset and the ability to weigh various factors to arrive at sound judgments.
• You will be the primary point of contact for many of our early US customers, engaging with them through various communication channels, with a strong emphasis on in-app chat and email, but also including phone calls when necessary. Delivering world-class customer support is a cornerstone of Monzo's success, and you will be instrumental in establishing this reputation in the US market.
• A key skill will be your ability to distill complex findings into simple, actionable summaries. You will need to communicate these insights effectively to a range of audiences, including customers, internal teams, and management, ensuring everyone is informed and aligned.
• You will develop and maintain a high competency and awareness of the banking regulations specific to the US market. This knowledge is crucial for conducting investigations, making decisions, and ensuring Monzo operates in full compliance with all relevant laws and guidelines.
• By actively monitoring customer feedback and interactions, you will identify emerging trends and patterns in disputes and complaints. You will proactively communicate these insights to your Team Manager, providing valuable data that can inform product development, process improvements, and strategic decision-making.
• As you gain expertise, you will become a trusted point of escalation for the wider customer operations team. Colleagues will seek your advice and guidance on complex cases, and you will be expected to share your knowledge and mentor peers, contributing to the overall skill development of the team.
• You will be responsible for identifying your own areas for professional development and actively working with management to create and execute a growth plan. This includes seeking out training opportunities, participating in mentoring programs, and continuously enhancing your skills and knowledge.
• Collaborating closely with our financial crime team is essential. You will act as a first line of defense, helping to spot and investigate suspicious activities and trends, contributing to Monzo's commitment to security and integrity.
• You will develop a deep understanding of what our community truly desires from a digital banking product. By channeling this understanding, you will help prioritize feature development and product enhancements, ensuring Monzo continues to meet and exceed customer expectations.
• This role offers an unparalleled opportunity to be part of building a new financial institution in the US. You will be instrumental in defining processes, establishing best practices, and contributing to a culture of exceptional customer service that is central to Monzo's identity and mission.
• You will be expected to work during core business hours, specifically between 9 am - 6 pm EST or PST, Monday through Friday, and be open to working on rotational shifts with advance notice. This flexibility ensures comprehensive coverage and support for our growing customer base.
• Embrace the fast-paced, dynamic nature of an early-stage startup. Adaptability to constant change and a proactive approach to problem-solving are key to thriving in this environment.
• You will be comfortable working independently, demonstrating initiative, and possessing the ability to navigate ambiguity to arrive at the right outcome for the customer, consistently going above and beyond to protect their interests.
• Your organizational skills will be crucial as you navigate multiple systems simultaneously while maintaining clear and effective communication with customers. You will be empowered to identify process improvements and suggest areas for optimization to management.
• Ultimately, you will be a problem solver and a strong advocate for customer experience, embodying Monzo's values of fairness, transparency, and empowerment in every interaction.

🎯 Requirements

• Proven experience in investigating and resolving card payment disputes (CPD) and customer complaints.
• Strong understanding of US banking regulations and compliance requirements.
• Excellent communication, empathy, and problem-solving skills, with the ability to manage complex customer inquiries.
• Ability to work independently in a fast-paced, remote environment and adapt to changing priorities.

🏖️ Benefits

• Competitive salary ($47,000 - $60,350) and stock options.
• Comprehensive health, dental, and vision insurance.
• Generous 401k with a 4% employer match and 32 days of vacation per year.

Skills & Technologies

REST

Remote

$47k-60k

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Monzo Bank Limited

Visit Website

About Monzo Bank Limited

Monzo Bank Limited is a UK-regulated digital bank offering personal, joint, and business accounts, savings, loans, overdrafts, and mortgages via a mobile-first platform. Licensed by the PRA and FCA, it provides real-time spending notifications, budgeting tools, and fee-free foreign transactions. Founded in 2015 as Mondo, it rebranded in 2016 and serves over nine million customers.

View Company Profile