Payments Expert New Cardiff, London or Remote (UK)

Monzo; Cardiff; Remote; GBP 28,000 - 34,000; Full time

Job summary

Monzo is seeking Expert COps to enhance our Payments team, focusing on complex customer queries and operational support. Candidates will drive improvements and ensure high-quality experiences while fostering teamwork. This role offers remote flexibility, a competitive salary, and a culture that prioritizes diversity and inclusion.

Benefits

Flexible working hours

£1,000 annual learning budget

Work-from-home support

Qualifications

• Strong analytical skills to navigate complex customer queries.
• Experience in customer operations, preferably in payments.
• Ability to coach and mentor junior team members.

Responsibilities

• Handle escalated payment-related queries from multiple channels.
• Support team members during live operations and provide training.
• Resolve complex technical issues and improve processes.

Skills

Analytical thinking

Customer engagement

Problem-solving

Coaching and mentoring

Adaptability

Job description

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

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!

We’re not about selling products - we want to solve problems and change lives through Monzo ️

UK Remote | £28,050 - £33,300 + Benefits | Hear from the team This will either be a fixed term contract (date TBC) or a permanent position.

Our Payments team

We're looking for Expert COps (Customer Operations Advisers) to join us in Payments. We're looking for Experts that are among the most knowledgeable COps, with the aim of becoming subject matter experts in Payments. Our team of Experts will work on some of the most complex issues in Payments including, but not limited to:

• Payment related escalations 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
• CASS
• Uploading and applying Paper direct debit instructions
• Bacs recalls
• Active troubleshooting to resolve complex and technical customer queries, including referring to various scheme guideline documentation outside of Guru
• Adapting to new tasks and demonstrating resilience to change within the ever changing Payments space at Monzo
• You enjoy investigating and resolving complex cases
• You strive to reach the best outcomes for customers
• You are keen to develop and improve process 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
• Are able to confidently interact with peers and stakeholders throughout Monzo
• Demonstrate all of Monzo’s core values
• Are able to manage conflicting priorities, and adapt to working different work streams on a variety of different platforms according to business needs.
• Able to support peers by being flexible in work management

The application journey has 3 key steps

1) Application

2) Call with a member of the hiring team

3) Interviews

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.

What’s in it for you

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.

£1,000 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.

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re 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 , 2023 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re 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.

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re 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.

We’re 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 don't need full or birth names at application stage

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Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

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