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Senior Customer Service Adviser, Payments
đRemote | đ°ÂŁ28,000 - ÂŁ33,000 depending on experience and interview performance + Benefits |
This is not an entry level role: please only apply for this job if you have a working knowledge of Bacs and FPS products in a banking environment. Any training provided is based on the assumption that you have proven experience in a like-for-like role.
About us:
Weâre here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque. We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.
We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.
About the Payments team:
Weâre looking for Experts in the Payments world who have the passion to help Monzo in our mission of making money work for everyone. In the role, youâll be managing, troubleshooting and resolving queries surrounding payments including but not limited to Bacs, FPS and Mastercard, as well as international payments. Some examples of the tasks youâd complete, and would be advantageous if you have a working knowledge of include:
- Frontline Payments Queries
- Credit Payment Recoveries (CPRs)
- Direct Debit Indemnity Claims (DDICs)
- Current Account Switch Service (CASS)
- Merchant Acceptance Reports
- Paper Direct Debit Instructions
- Bacs Recalls
- Interbank Communications
- International Payments
- Customer callbacks and reaching out to resolve more complex queries.
What youâll working on:
- Youâll be expected to work independently and take personal responsibility for prioritising your work and ensuring your work gets done.
- You'll be making outbound calls to customers, and may take inbound calls in the future
- You must be able to communicate clearly with stakeholders and explain your knowledge in simple terms.
- Any documentation you write will be clear, concise and easy to understand.
- Weâll expect you to be proactive in informing stakeholders about the volume of work and when you expect it will be done.
- Youâll share your knowledge when appropriate, to enhance the skills of the teams around you.
- Youâll be confident calling and chatting with customers from an escalation point of view to de-escalate any complex issues.
- Supporting other tasks that youâve been trained on when needed.
You should apply if:
- You have experience in a banking or financial services environment. This experience is essential and you'll be expected to be able to articulate this experience.
- You strive to reach the best outcomes for customers
- You enjoy investigating and resolving complex cases
- You can adapt to new systems easily
- You have a keen eye for process improvements
- Youâre comfortable making and receiving calls
- Youâre passionate about coaching and mentoring other members of the team
- You have the right to work in the UK. We donât offer visa sponsorship for this role.
- Please note, this is a full time (37.5h a week) role.
The Interview Process:
Our interview process involves 2 main stages:
- Application
- 1h interview taking place via video call.
Our average process takes around 2-3 weeks. Youâll have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this, please contact me on rosietaylor@monzo.com.
We have an aimed start date of either the 18th of March or the 1st of April - this is subject to some change. The training period for this role is 3 weeks from your start date. Unfortunately weâre not able to permit any holidays or appointments during this period.
Whatâs in it for you:
đ° ÂŁ28,000-ÂŁ33,000 salary plus stock options & benefits (Salary will be decided based on experience and interview performance)
â° To make sure weâre around to help our customers 24/7, we ask our new Customer Operations (COps) team members to commit to a rotating working pattern between 6am and 6pm Monday to Sunday over an eight week period. You will work one weekend day every two weeks. Please note, this is a full time (37.5h a week) role.
đ Learning budget of ÂŁ1,000 a year for books, training courses and conferences
đ We'll guarantee time off on your birthday (if you want it) with the exception of your training period. This will come from your regular holiday balance and provided you have enough to cover it
â And much more, see our full list of benefits here
Equal Opportunity Statement
We are actively creating an equitable environment for every Monzonaut to thrive.
Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2022 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.
Weâre 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.
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