Payments Expert

Monzo; Greater London; On-site; GBP 28,000 - 34,000; Full time

Job summary

A modern financial services company in Greater London seeks Expert Customer Operations Advisers to resolve complex payment issues. You will support customers through various communication channels, providing expertise in the Payment team's operations. Ideal candidates are analytical thinkers with a passion for helping others. Flexible working hours and a supportive home office setup are offered as part of the role, alongside a competitive salary and benefits package.

Benefits

£1,000 annual learning budget

Flexible working hours

Equipment for home office setup

Qualifications

• Enjoy resolving complex payment issues.
• Comfortable making and receiving calls.
• Ability to manage conflicting priorities.

Responsibilities

• Handle payment-related escalations from various channels.
• Provide support in live hangouts.
• Resolve customer payment queries and technical issues.

Skills

Investigating complex cases

Coaching and mentoring

Analytical thinking

Decision making

Job description

About Monzo

They are on a mission to make money work for everyone and are waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, their product offering has grown over the last 10 years in the UK. They now provide personal and business bank accounts, joint accounts for 16-17 year olds, free kids accounts, credit cards, savings, investment, and pension services. With hot coral cards, a get‑paid‑early feature, financial education on social media, and award‑winning customer service, they have a long history of creating magical moments for customers.

They are not about selling products – they want to solve problems and change lives through Monzo.

Payments Team

They are looking for Expert COps (Customer Operations Advisers) to join the Payments team, becoming subject‑matter experts in the most complex payments issues.

Responsibilities

• Escalations related to payments from chat, workflows, emails and calls, including completing customer callbacks.
• Providing support to Monzonauts in live hangouts.
• The Credit Payment Recovery (CPR) process.
• Interbank communications for both domestic and international payments.
• Cash Account Service System (CASS) issues.
• Uploading and applying paper‑direct debit instructions.
• BACS recalls.
• Active troubleshooting to resolve complex and technical customer queries, including referring to scheme guideline documentation outside of Guru.
• Adapting to new tasks and demonstrating resilience to change within the ever‑changing Payments space at Monzo.

We Would Love to Hear From You If

• You enjoy investigating and resolving complex cases.
• You strive to reach the best outcomes for customers.
• You are keen to develop and improve processes and guidance.
• You’re comfortable making and receiving calls.
• You’re passionate about coaching and mentoring less experienced COps.
• You’re a confident decision maker using analytical thinking to back your choices.
• You’re able to confidently interact with peers and stakeholders throughout Monzo.
• You demonstrate all of Monzo’s core values.
• You’re able to manage conflicting priorities and adapt to working different work streams on a variety of different platforms according to business needs.
• You are able to support peers by being flexible in work management.

Hiring Process

The application journey has 3 key steps.

1. Application stage
2. 20‑minute recruiter call with a member of the hiring team
3. Interviews

This process should take around 2‑3 weeks – we aim to be as flexible as possible with your schedule.

Benefits

• 28050 – 33300 share options.
• Flexible working hours, with trust to work whenever it suits you and your team.
• £1,000 learning budget each year for books, training courses and conferences.
• Setup to work from home; all employees receive MacBooks, and fully remote workers receive extra support for their home‑office setup.

Equal Opportunities

Diversity and inclusion are a priority for Monzo. We ensure support for all people to grow, fostering an inclusive environment where everyone can do their best work. We are an equal‑opportunity employer and all applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity or disability status.

Applications will close 5pm Tuesday 4th November 2025.

Monthly Salary: 28050 – 33300