Disputes Expert
Disputes Expert
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Job Description
Were on a mission to make money work for everyone.
Were waving goodbye to the complicated and confusing ways of traditional banking.
After starting as a prepaid card our product offering has grown a lot in the last 10 years in the UK. As well aspersonal and business bank accounts we offer joint accounts accounts for 16-17 year olds a free kids account and credit cards in the UK with more exciting things to come beyond. Our UK customers can also save invest andcombine their pensions with us.
With our hot coral cards and get-paid-early feature combined with financial education on social media and our award winning customer service we have a long history of creating magical moments for our customers!
Were not about selling products - we want to solve problems and change lives through Monzo
Remote in the UK 28050 - 35475 Benefits Hear from the team
Start date - 27th October 2025
It is essential that you have 12 months or more experience in Mastercard Card Payment Disputes applications without this will not be shortlisted.
About us:
Were here to make money work for everyone and were 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.
Were focused on solving problems rather than selling financial products. We want to make the world a better place and change peoples lives through Monzo.
What youll be doing:
We are looking for passionate people with experience in Card Payment Dispute (CPD) investigations where youll be helping our customers identify resolve & provide support regarding Card Payment Dispute enquiries. Fraud transactions are dealt with by a different team altogether.
Youll love solving problems investigating and evidencing through the Mastercard chargeback process and keeping up-to-date with the latest trends. As you gain experience youll be able to take on more complex cases and grow your skills in different areas of the Mastercard disputes process.
Youll play a key role by...
- Using a full set of tools to build a timeline of a customers dispute claim ensuring we are submitting valid chargebacks for our customers.
- Analysing & resolving enquiries for dispute cases & communicating with our customers effectively and with empathy and securing the right outcomes for them.
- Making fair decisions based on your high quality investigation in line with external regulations and internal policies.
- Identifying and supporting our vulnerable customers in relation to their dispute claims
- Handle Dispute enquiries within agreed SLAs
- Analysing and resolving enquiries for dispute cases in line with the Mastercard scheme guidelines to give the customer the correct outcome
- Ensure that investigation files notes and other documents are adequately completed Identify areas of optimisation and implement process enhancements
- Once you have got to grips with the initial stages of a Dispute at Monzo we will then look to upskill you to engage with the Mastercard chargeback process through to the Second Presentment stage.
- Youll need to be confident in both written and verbal communication as the role will sometimes involve speaking with customers over the phone
- Youll also be expected to become a trusted point of escalation for the wider team. They will look to you for advice and you will be expected to provide knowledge shares to your peers.
- Recognising emerging trends in disputes and communicate this information to your Team Manager
- Being responsible for identifying your areas of development and working with management to develop in these areas (training mentoring etc.)
Wed love to hear from you if
- Youre able to start on and can attend 10 weeks training Monday to Friday 9am - 5.30pm (no holidays or appointment are allowed during the first 5 weeks)
- You can demonstrate experience resolving and identifying Card Payment Dispute enquiries ideally within the MasterCard Chargeback scheme.
- Have strong customer service skills with the ability to handle complex enquiries. Provide excellent customer service and go above and beyond to protect our customers.
- Demonstrating organisational skills to navigate multiple systems while effectively communicating with customers. Identify process improvement and identify areas of optimisation for management.
- Work independently and have the ability to arrive at the right outcome for the customer
- Understand risks and effectively apply solutions proportionate to the nature of the risk whilst considering the firms customers Youre a UK resident currently living in the UK and have the right to work in the UK.
If you do have any specific questions ahead of this please contact us on
Whats in it for you:
- This is a distributed (work from home) role
- Learning budget of 1000 a year for books training courses and conferences
- Full and continuous training - Initial training is for 10 weeks. Please note that no holidays or appointments are permitted during the first 5 weeks training period.
And much more see our full list of benefits here
Your working life and shift requirements: These are our current shift offerings and could be subject to change per business needs in the future.
Our shifts are 37.5 hours 7am - 6:30pm Monday to Sunday including bank holidays and youll be working remotely on a 4 week rolling shift you will be able to choose a fixed start time between 7am and 10am.
To make sure we have enough cover on weekends our schedule rotation will include one weekend day every two weeks. On these weeks you will get a weekday off in the same working week. You will also get a 3 day weekend every four weeks.
The application journey has 3 key steps
- Answering the application questions below
- A task that should take no more than 1 hour to complete
- A remote interview lasting approximately 60 minutes
This process should take around 3-4 weeks - your schedule is really important to us so we promise to be as flexible as possible!
Youll hear from us throughout the application process but if youve got any questions please reach out to You can also use this email address to let us know if theres anything we can do to make the process easier for you because of disability neurodiversity or anything else.
Well only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you dont miss out.
To work remotely youll also need:
- To work from home in the UK in a safe private and distraction free environment
- A solid internet connection (download speed - 10mbps; upload speed - 5 mbps)
Equipment:
- Well provide you with a work laptop on your first day. Theres no need to supply your own.
- You do need to own your own smartphone this will be needed each time you log into our customer support system.
We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.
#LI-REMOTE #LI-SW
Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were embracing diversity by 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 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
Were 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.
If you have a preferred name please use it to apply. We dont need full or birth names at application stage
Employment Type
Full Time
