Card Acquiring, Business Banking Customer Operations Advisor

EngineersOfAI; Greater London; Hybrid; GBP 28,050 - 35,475; Full time

Benefits offered by this job

Incentive Awards tied to performance

Employee benefits

Job summary

EngineersOfAI is looking for 4 Customer Operations Advisors based in Greater London to provide specialized support within the Card Acquiring sector. The role demands strong attention to detail and the ability to manage complex customer issues while working closely with third-party providers.

Successful candidates will have Card Acquiring experience and excel in providing a high standard of customer service. The position offers a competitive salary, performance incentives, and benefits.

Qualifications

• Experience in Card Acquiring or related fields.
• Ability to handle complex, high-impact issues.
• Confidence in managing frustrated customers.

Responsibilities

• Staff escalation channels for internal and cross-domain queries.
• Deliver support across calls, chat, and email.
• Act as a subject matter expert and own problems.
• Work closely with third-party providers.
• Support businesses through complex situations.

Skills

Card Acquiring experience

Strong attention to detail

Ability to manage multiple tasks

Excellent customer service skills

Job description

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 we’re building it as we go. That means we’re looking for people who are excited by that—comfortable 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 you’ll act as one of our subject matter experts in Card Acquiring. You’ll 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 customer—so strong attention to detail and the ability to manage multiple moving parts is key.

You’ll 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 customer’s perspective, you are Monzo—so it’s important you can manage these interactions seamlessly and maintain a high standard of service throughout. This is a specialised role, so we’re looking for people with Card Acquiring experience who are comfortable taking ownership and making decisions in complex situations.

You’ll play a key role by...

• 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)
• Taking 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

London/Cardiff/UK Remote | £ 28,050- £35,475 + Incentive Awards tied to your performance + benefits