Cards Experience Guide

bunq; Amsterdam; Híbrido; EUR 48.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work arrangement

Digital Nomad program

Travel budget

Learning budget €1500

MacBook provided

Vegan/vegetarian lunches

Optional pension plan

Pre-employment screening

Descripción de la vacante

bunq is seeking a Cards Experience Guide to resolve disputes and support users with fast, fair outcomes. You will investigate chargebacks end-to-end, using transaction data and merchant evidence, and keep users informed with clear updates.

You will use AI tools to spot patterns and contribute to root-cause analysis while ensuring precise decisions in accordance with card scheme rules. A Dutch-Wft certification is preferred and Bunq covers the cost.

Formación

• Experience with card disputes, chargebacks or payment operations.
• Knowledge of Mastercard rules is a plus.
• Fluent English; native Dutch speaker.
• Wft Consumptief Krediet certificate (Dutch) preferred; Bunq covers the cost.

Responsabilidades

• Resolve chargebacks end-to-end by investigating transactions, account history and merchant evidence.
• Provide clear, honest updates to users throughout their case.
• Leverage AI tools to research cases, spot patterns and suggest root causes.
• Investigate cases from different angles to reach fair, well-reasoned decisions.
• Explain complex outcomes clearly and empathetically to users.
• Accurately select reason codes and flag unclear cases rather than guessing.
• Support fast, transparent outcomes and user satisfaction.

Conocimientos

Dispute resolution

Customer communication

Attention to detail

Data analysis

AI tooling

English fluency

Descripción del empleo

As a Cards Experience Guide, you'll be the person who gives our users peace of mind every time they pay with their bunq card. Whether they need a refund, have a question about a transaction or want to dispute a charge, you'll make sure they get a fast, fair outcome they can count on.

Take ownership

As our Cards Experience Guide, you'll make the decision on tricky disputes such as incorrect deliveries, ATM issues and partial merchant refunds. Every decision has a real financial impact for our users and for bunq.

• Resolve chargebacks end-to-end: Investigate each case using transaction data, account history and merchant evidence. Reach a correct, well-reasoned decision within card scheme deadlines.
• Keep users informed: Send clear, honest and caring updates throughout their case. When we can't approve a dispute, explain why in plain language so they understand it the first time.
• Work smarter with AI: Use AI tools to research cases, spot patterns in disputes and feedback, and share insights that help the team fix root causes.
• You know how to investigate a case from every angle and use data and evidence to reach a fair, well-reasoned decision.
• You have a sharp eye for detail. You follow process steps carefully, pick the right reason code, and flag unclear cases instead of guessing.
• You can explain complex or disappointing outcomes in clear, warm and accurate writing.
• You use AI tools in your daily work, for example to summarize feedback data and suggest root causes rather than doing it by hand.
• You can see things from user’s point of view and care about giving them a fast, transparent outcome.
• We’d love it if you have experience with card disputes, chargebacks or payment operations. Knowing the Mastercard rules is a plus.
• You’re an excellent communicator and speak English fluently.
• You’re a native Dutch speaker and willing to get the Wft Consumptief Krediet certificate. The exam is only offered in Dutch, and bunq covers the cost.

We give you the space and the tools you need to succeed

Great, international colleagues who share your mindset

Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.

Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration

We reward tenure with a dedicated travel budget: €1.5k after 2 years and €3k after 4 years to visit another core office.

We support growth with bunq Academy and €1500 annual learning budget

Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices)

A MacBook so you can Get Shit Done with us

Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options

An optional pension plan with monthly contribution from bunq

€60 monthly allowance via Alleo by Epassi, rolling over monthly and resetting annually

Friday drinks and other celebrations - bunq style

All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, Zinc. This is part of our commitment to a secure and trustworthy workplace