Monzo is hiring a Payments Expert

Monzo is looking for a Payments Expert to join our Payments team. In this role as an Expert Customer Operations Adviser, you will focus on resolving the most complex payment issues and escalations, supporting your team members, and navigating the dynamic payments landscape.

What You'll Do

• Handle payment-related escalations from chat, workflows, emails, and calls, including completing customer callbacks.
• Provide real-time support to team members in live hangouts.
• Manage the Credit Payment Recovery process.
• Handle interbank communications for both domestic and international payments.
• Work with the Current Account Switch Service.
• Upload and apply Paper direct debit instructions.
• Process Bacs recalls.
• Actively troubleshoot to resolve complex and technical customer queries, referring to various scheme guideline documentation.
• Adapt to new tasks and demonstrate resilience to change within the Payments space.

What We're Looking For

• 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 are comfortable making and receiving calls.
• You are passionate about coaching and mentoring less experienced Customer Operations Advisers.
• You are a confident decision maker, using analytical thinking to back your choices.
• You can confidently interact with peers and stakeholders throughout Monzo.
• You demonstrate all of Monzo’s core values.
• You can manage conflicting priorities and adapt to working different work streams on a variety of platforms according to business needs.
• You are able to support peers by being flexible in work management.

Team & Environment

You will be part of the Payments team, working as an Expert Customer Operations Adviser.

Benefits & Compensation

• Salary: £28,050 - £33,300 + equity via share options.
• £1,000 learning budget each year to use on books, training courses, and conferences.
• Flexible working hours.
• Home working setup provided, including MacBooks and extra support for fully remote workers.

Work Mode

This is a hybrid role available to candidates in Cardiff, London, or fully remote within the UK.

Monzo is an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.