Card Acquiring, Business Banking Customer Operations Advisor

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

London/Cardiff/UK Remote 28050- 35475 Incentive Awards tied to your performance Benefits

Our Business Banking Card Acquiring Team

We are looking for 4 Customer Operations Advisors to take on this Card Acquiring role.

The key focus for all of our Customer Operations Advisors (COps) is to provide a magician standard of service to our customers.

This is a brand new space for Business Banking at Monzo and were building it as we go. That means were looking for people who are excited by thatcomfortable with a bit of ambiguity happy to test and learn and ready to help shape what great looks like for Card Acquiring at Monzo.

This is a specialist role where youll act as one of our subject matter experts in Card Acquiring. Youll be dealing with complex high-impact issues and will be expected to take full ownership of problems from start to finish. A big part of the role involves working closely with our third-party provider often in parallel with supporting the customerso strong attention to detail and the ability to manage multiple moving parts is key.

Youll need to be confident handling situations where customers may be frustrated while also coordinating behind the scenes with external partners to reach the right outcome. From the customers perspective you are Monzoso its important you can manage these interactions seamlessly and maintain a high standard of service throughout. This is a specialised role so were looking for people with Card Acquiring experience who are comfortable taking ownership and making decisions in complex situations.

• Staffing escalation channels (both internal and cross-domain)
• Delivering magician-standard support across calls chat and email
• Handling Card Acquiring queries including chargebacks disputes and terminal issues
• Acting as a subject matter expert owning problems from start to finish
• Working closely with third-party providers (e.g. Adyen)
• Supporting businesses through complex situations (e.g. insolvency transitions)
• Take ownership of merchant relationships helping them get value from Monzo and stay with us.
• Helping with onboarding and shadowing for new COps
• Providing live support coverage to keep day-to-day operations running smoothly
• Identifying trends improving processes and maintaining data quality
• Carrying out QA and remediation to ensure the right customer outcomes
• Managing audit requests and supporting compliance obligations
• Supporting callbacks and customer follow-ups
• Leading or contributing to projects and improving how we operate during the pilot
• Providing feedback to peers and supporting development across the team

• You are passionate about delivering outstanding customer experience and supporting your peers
• You have strong business banking knowledge
• Youre confident handling complex and high-pressure situations
• You are comfortable working across calls chat and email
• You can spot inefficiencies and suggest and implement improvements
• You are proactive flexible and comfortable working in a pilot environment where processes may evolve.

Experience required:

• Experience in Card Acquiring / merchant services
• Experience working with card acquiring providers
• Understanding of merchant lifecycles (onboarding to offboarding)

Nice to have:

• Experience handling chargebacks and disputes

Your working life and shift requirements

• Working hours - 37.5 hours per week on a fixed rota-based shift pattern (set in line with business needs) including Bank Holidays on a rotational basis. Shifts fall between 6am 10pm with two full weekends and at least one additional partial weekend off every six weeks.
• Start date - Monday 30th August 2026- you will need to be available for 8 weeks from this date with no holidays appointments or clashes to attend training (Monday - Friday 9am - 5:30pm all remote). We can sometimes allow a few days off during this time but just give us a heads up before the interviews if that is the case.
• Well guarantee time off on your birthday (if you want it). This will come from your regular holiday balance and provided you have enough to cover it.

Whats in it for you

28050- 35475 Incentive Awards tied to your performance.

We offer flexible working hours and trust you to work enough hours to do your job well and at times that suit you and your team.

1000 learning budget each year to use on books training courses and conferences.

We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

Plus lots more! Read our full list of benefits.

The application journey has 4 steps:

-Application Stage

-Recruiter Calls

-First Stage Technical Interview (Monday 22nd June- Wednesday 1st July 2026)

-Final Stage Competency Interview (Monday 6th July - Thursday 9th July 2026)

This process should take around 2-3 weeks - your schedule is really important to us so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

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.

This means theapproximate start date for this role is 30th August 2026.

#LI-REMOTE

#LI-SK

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 2026 Diversity and Inclusion Report and 2025 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