Expert COps (Customer Operations Advisers) - Payments

Location Type: UK Remote Employment Type: Fixed term contract (date TBC) or Permanent

🚀 Company Mission

We’re on a mission to make money work for everyone by moving away from complicated and confusing traditional banking. Over the last 10 years in the UK, we've grown from a prepaid card to offering 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. We focus on solving problems and changing lives through Monzo ❤️.

⭐ The Payments Team

We are seeking Expert COps (Customer Operations Advisers) to join our Payments team. The ideal candidates will be highly knowledgeable COps aiming to become subject matter experts in Payments.

Key Responsibilities:

• Handling complex payment-related escalations received via chat, workflows, emails, and calls (including customer callbacks).
• Providing support to Monzonauts in live hangouts.
• Managing the Credit Payment Recovery (CPR) process.
• Engaging in interbank communications for both domestic and international payments.
• Handling CASS processes.
• Uploading and applying Paper direct debit instructions.
• Managing Bacs recalls.
• Actively troubleshooting and resolving complex and technical customer queries, referencing scheme guideline documentation outside of Guru.
• Adapting to new tasks and demonstrating resilience to change in the dynamic Payments space.

🤩 We’d Love to Hear From You If You Have:

• Enjoyment in investigating and resolving complex cases.
• A drive to achieve the best outcomes for customers.
• Keenness to develop and improve processes and guidance.
• Comfort in making and receiving calls.
• Passion for coaching and mentoring less experienced COps.
• Confidence in making decisions backed by analytical thinking.
• Ability to confidently interact with peers and stakeholders across Monzo.
• Demonstration of all of Monzo’s core values.
• Capability to manage conflicting priorities and adapt to different work streams and platforms based on business needs.
• Flexibility in work management to support peers.

🌈 Application Journey:

The application process consists of 3 key steps:

1. Application
2. Call with a member of the hiring team
3. Interviews

This process is expected to take around 2-3 weeks. We are committed to being flexible with your schedule.

• Guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo

🙌 What’s In It For You:

• Salary: £28,050 - £33,300 + Benefits
• Share Options: Included with salary.
• Flexible Working: Flexible working hours with trust to manage your workload effectively.
• Learning Budget: £1,000 annually for books, training courses, and conferences.
• Home Working Setup: Macbooks provided, with additional support for fully remote workers' home office setups.
• Additional Benefits: A comprehensive list of benefits is available.

Equal Opportunities:

Monzo prioritizes diversity and inclusion, fostering an inclusive environment where all employees can do their best work. We are committed to providing support for all our people to grow within the company.