Job Description
Note: The job is a remote job and is open to candidates in USA. Monzo Bank is a leading financial technology company on a mission to make money work for everyone. They are seeking a Customer Operations/Disputes Specialist to help customers identify and resolve Card Payment Dispute inquiries while building the foundation for their Customer Operations team in the U.S.
Responsibilities
- Using a full set of tools to investigate and build a timeline of a customer's dispute or complaints claim
- Investigate, analyze, and resolve customer complaints and disputes in a professional and empathetic manner
- You’re passionate about finding answers to our most complex customer problems
- Making fair decisions based on your high quality investigation, in line with external regulations and internal policies
- Providing the best customer support by talking directly and honestly with our customers through a variety of different mediums, focusing on in-app chat and email, but can include phone calls when needed
- You’re able to distill complex findings into simple, actionable summaries and communicate to a range of audiences and stakeholders
- High competency and awareness of the banking regulations within the US
- Recognizing emerging trends in customer feedback and communicate this information to your Team Manager
- 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
- Being responsible for identifying your areas of development and working with management to develop in these areas (training, mentoring, etc.)
- Working closely with our financial crime team to act as the first line of defense to help spot and investigate trends
- Developing a deep understanding of what our community really wants from a digital banking product and helping us prioritize what we build accordingly
Skills
- Experience in Card Payment Dispute (CPD) investigations
- Strong advocate for customer experience
- Problem-solving skills
- Ability to troubleshoot tough problems
- Ability to listen to customers' concerns with positivity, empathy, and patience
- Ability to investigate, analyze, and resolve customer complaints and disputes in a professional and empathetic manner
- Ability to make fair decisions based on high-quality investigation, in line with external regulations and internal policies
- Ability to provide the best customer support by communicating directly and honestly with customers through various mediums
- Ability to distill complex findings into simple, actionable summaries
- High competency and awareness of banking regulations within the US
- Ability to recognize emerging trends in customer feedback and communicate this information to the Team Manager
- Ability to work independently and identify areas of development
- Ability to work closely with the financial crime team to spot and investigate trends
- Ability to develop a deep understanding of community needs from a digital banking product
- Willingness to work hours between 9 am - 6 pm EST or PST Monday-Friday
- Willingness to work on rotational shifts
- Strong customer service skills with the ability to handle complex inquiries
- Demonstrating organizational skills to navigate multiple systems while effectively communicating with customers
- Ability to identify process improvement and areas of optimization for management
- Experience in a support/service role for a financial services company or technical support organization
- Interest in financial technology
- Previous experience in a training or coaching role or experience managing cross-functional projects
Benefits
- Great Health, Dental and Vision Insurance
- Stock Options
- Generous 401k with 4% employer match
- 32 days of vacation per year (and we require that you take all of your days each year as we believe that well rested employees are more effective!)
- Maternity / Paternity leave
- Much more, see our full list of benefits here
Company Overview
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