Job Description

Employment Type: Full-time Location Type: Remote in the UK Salary: £28,050 - £35,475 + Benefits Start Date: 29th September 2025

🚀 About Us

We're on a mission to make money work for everyone, moving away from the complicated and confusing ways of traditional banking. Starting as a prepaid card, our product offering has significantly grown over the last 10 years in the UK. We now offer personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards. Our UK customers can also save, invest, and combine their pensions with us.

We're known for our hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service, consistently creating magical moments for our customers. We prioritize solving problems and changing lives through Monzo, rather than just selling products.

We're building a bank with everyone, for everyone. Our community actively suggests features, tests the app, and provides feedback, allowing us to build something everyone loves. We are focused on solving problems and making the world a better place by changing people's lives through Monzo.

🎯 Position Overview

We are looking for passionate individuals with experience in Card Payment Dispute (CPD) investigations. In this role, you will assist our customers in identifying, resolving, and providing support for Card Payment Dispute inquiries. Please note that fraud transactions are handled by a separate team.

You will excel at problem-solving, conducting investigations, and gathering evidence through the Mastercard chargeback process, while staying updated on the latest trends. As you gain experience, you will have the opportunity to handle more complex cases and develop your skills across various aspects of the Mastercard disputes process.

🔑 Key Responsibilities

• Utilize a comprehensive set of tools to construct a timeline for a customer's dispute claim, ensuring the submission of valid chargebacks.
• Analyze and resolve dispute cases, communicating effectively and empathetically with customers to secure the best outcomes.
• Make fair decisions based on thorough investigations, adhering to external regulations and internal policies.
• Identify and support vulnerable customers in relation to their dispute claims.
• Handle dispute inquiries within agreed Service Level Agreements (SLAs).
• Analyze and resolve dispute cases in accordance with Mastercard scheme guidelines to ensure correct customer outcomes.
• Ensure that investigation files, notes, and other documentation are adequately completed.
• Identify areas for optimization and implement process enhancements.
• As you become proficient in the initial stages of dispute resolution at Monzo, you will be upskilled to engage with the Mastercard chargeback process up to the Second Presentment stage.
• Serve as a trusted point of escalation for the wider team, providing advice and knowledge sharing to peers.
• Recognize emerging trends in disputes and communicate this information to your Team Manager.
• Take responsibility for identifying your own areas for development and collaborating with management to grow in these areas (e.g., through training, mentoring).

💡 Requirements

• Essential: 12 months or more of experience in Mastercard Card Payment Disputes. Applications without this experience will not be shortlisted.
• Confidence in both written and verbal communication, as the role may involve speaking with customers over the phone.

🌟 Hear from the Team

[Link to hear from the UK team about working at Monzo]