Disputes Subject Matter Expert

Location Type: Remote (UK) Employment Type: Full-time Salary: £85,000 - £100,000 + stock options + Benefits

Position Overview

Monzo is on a mission to make money work for everyone by simplifying traditional banking. We are seeking a highly skilled Disputes Subject Matter Expert to lead and drive forward our disputes strategy. In this role, you will be a key member of a cross-functional team focused on building and iterating controls to effectively manage Disputes Risk while ensuring a best-in-class customer experience. This is an opportunity to significantly impact how Monzo handles disputes, working within a dedicated team of engineers, data scientists, and operational experts.

About Monzo

We started as a prepaid card and have grown significantly over the last 10 years in the UK. Our product offering now includes 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. Known for our hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service, we aim to create magical moments for our customers. We are passionate about solving problems and changing lives through Monzo.

Responsibilities

As the Disputes Lead, you will play a key role by:

• Leading Disputes Strategy Implementation: Drive the implementation of our Disputes Strategy across Monzo, particularly as new products are developed and markets are expanded.
• Stakeholder Management & Expert Knowledge: Develop strategic relationships with operations, product owners, and senior management, providing expert disputes knowledge and helping define business requirements.
• Capability Development: Suggest, develop, implement, and monitor industry-leading disputes capabilities in collaboration with data scientists, machine learning experts, product management, and engineers across multiple teams.
• Risk Management Systems: Provide expert knowledge to support the development of disputes systems for effective risk management in multiple jurisdictions.
• Operational Collaboration: Build a close relationship with our dispute operations teams, ensuring sufficient communication and knowledge sharing on risks.
• Performance Monitoring: Define and interpret key measures and metrics on system performance, reporting findings to relevant committees.
• Problem Solving: Identify high-priority issues and collaborate with the Fraud & Disputes Team to drive forward solutions.
• Industry Insights: Participate in external working groups focused on disputes to gather additional insights.

Requirements

We’d love to hear from you if you have:

• Experience: Significant experience in a Risk, Product, or Business Analyst role.
• Operational Leadership: Proven success in leading improvements to operational systems.
• Domain Expertise: A strong background in Disputes, Fraud, or Payments.
• Adaptability: The ability to excel in a fast-paced, high-volume environment and thrive amidst ambiguity.
• Technical Skills: Proficiency in SQL and Looker. Experience with BigQuery is a strong bonus.
• Data Analysis: Adeptness at using data to identify patterns, draw conclusions, and make recommendations for enhancing Disputes Management capabilities.
• Communication Skills: The ability to clearly present ideas and data across the organization.
• Disputes Understanding: A solid understanding and ability to articulate disputes-related concepts.

Hear from the Team

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