[Remote] Customer Operations/Disputes Specialist

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.ResponsibilitiesUsing a full set of tools to investigate and build a timeline of a customer's dispute or complaints claimInvestigate, analyze, and resolve customer complaints and disputes in a professional and empathetic mannerYou’re passionate about finding answers to our most complex customer problemsMaking fair decisions based on your high quality investigation, in line with external regulations and internal policiesProviding 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 neededYou’re able to distill complex findings into simple, actionable summaries and communicate to a range of audiences and stakeholdersHigh competency and awareness of the banking regulations within the USRecognizing emerging trends in customer feedback and communicate this information to your Team ManagerYou’ll also be expected to become a trusted point of escalation for the wider teamThey will look to you for advice and you will be expected to provide knowledge shares to your peersBeing 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 trendsDeveloping a deep understanding of what our community really wants from a digital banking product and helping us prioritize what we build accordinglySkillsExperience in Card Payment Dispute (CPD) investigationsStrong advocate for customer experienceProblem-solving skillsAbility to troubleshoot tough problemsAbility to listen to customers' concerns with positivity, empathy, and patienceAbility to investigate, analyze, and resolve customer complaints and disputes in a professional and empathetic mannerAbility to make fair decisions based on high-quality investigation, in line with external regulations and internal policiesAbility to provide the best customer support by communicating directly and honestly with customers through various mediumsAbility to distill complex findings into simple, actionable summariesHigh competency and awareness of banking regulations within the USAbility to recognize emerging trends in customer feedback and communicate this information to the Team ManagerAbility to work independently and identify areas of developmentAbility to work closely with the financial crime team to spot and investigate trendsAbility to develop a deep understanding of community needs from a digital banking productWillingness to work hours between 9 am - 6 pm EST or PST Monday-FridayWillingness to work on rotational shiftsStrong customer service skills with the ability to handle complex inquiriesDemonstrating organizational skills to navigate multiple systems while effectively communicating with customersAbility to identify process improvement and areas of optimization for managementExperience in a support/service role for a financial services company or technical support organizationInterest in financial technologyPrevious experience in a training or coaching role or experience managing cross-functional projectsBenefitsGreat Health, Dental and Vision InsuranceStock OptionsGenerous 401k with 4% employer match32 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 leaveMuch more, see our full list of benefits hereCompany Overviewcorporate content never felt like Monzo. It was founded in 2015, and is headquartered in London, England, GBR, with a workforce of 1001-5000 employees. Its website is https://monzo.com.



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