Disputes & Complaints Analyst, Monzo

• You have 3+ years’ experience at a fintech company or bank, including experience managing transaction disputes
• You have a thorough understanding of Reg E, its requirements, and timelines
• You know what great customer support looks like and you're passionate about delivering it at scale
• You’re excited by the prospect of working in a fast-paced environment and eager to take on a lot of responsibility early in your career
• You’re curious, quickly assimilate new information, and take a logical approach to problem-solving
• You're great at explaining things to people, and have flawless written English
• You’re keen to get directly involved and make things happen, without waiting for someone else or always needing to delegate, and are happy to work independently
• You’re comfortable working with data, using it to identify patterns and trends, and inform your decision making. (As a plus) you have data analysis skills using SQL or other data visualization tools
• You delight in investigating complex problems, getting to the root cause, and fixing them
• You're excited for a challenge and want to be part of the team that makes Monzo!
• Not required, but preferred: willingness to work a Sunday-Thursday shift

• Managing our customers’ transaction disputes, including timeline management, tracking, notifications, investigations, and balance adjustments to ensure compliance with Regulation E
• Tracking and addressing customer complaints when things go wrong, keeping customers happy while maintaining our regulatory obligations
• Monthly disputes and complaints reporting to our US partner bank, accurately and efficiently organizing our records to demonstrate consistent compliance
• Maintaining and adapting our disputes and complaints processes and tooling to suit the evolving needs of the business
• Providing customer support through a variety of different mediums, based on our customers’ needs; whether that be through calls, social media platforms, email or in-app chat. With time, you’ll have a particular focus on the more complex, trickier queries that our customers have
• Proactively spotting patterns in customer queries and feedback to see where we can make positive changes to our processes, tools, or product
• Working closely with our financial crime team to help spot and investigate fraud trends
• Supporting other members in the customer support team by being a point of escalation and mentoring new joiners. Making sure the rest of the company stays customer-focused and fixated on building the best banking product in the world

• Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
• Flexible working hours
• Work From Home Opportunities + we'll pay for any equipment you need to do your job
• 24 days holiday a year, plus bank holidays
• Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
• Employee Assistance Programme
• Learning budget of £1,000 a year
• Aviva Pension Scheme + 4% Employer Contribution
• Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
• 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid)
• 3 months of secondary caregiver leave at 100% pay
• Unum Life Insurance
• Access to fertility and family-forming health benefits via Fertifa
• Abellio Season Travel Tickets + Cycle-to-Work Scheme

Total funding: $1.9bn

Monzo is a challenger bank that fully operates online and offers a full range of current, savings, business accounts, and more. The speed of the challenger banks to provide a great experience has been impressive, and the number of competitors appearing has proven the consumer desire for innovation.