Monzo
Financial Services
CardAcquiring,BusinessBankingCustomerOperationsAdvisor
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Card Acquiring, Business Banking Customer Operations Advisor at Monzo. Skills: Card Acquiring, Customer Operations. Staff escalation channels. Deliver magician-standard support”
What You'll Achieve.
Help merchants get value; Help merchants stay with Monzo; Ensure right customer outcomes
Industry & Context.
Handle complex issues; Take full ownership of problems; Manage multiple moving parts; Handle frustrated customers; Coordinate behind the scenes
8 weeks training, Fixed rota-based shift pattern, Shifts between 6am-10pm, Two full weekends off, One partial weekend off
What They're Looking For.
Must Have
Card Acquiring experience, Comfortable taking ownership, Making decisions in complex situations, Experience in Card Acquiring / merchant services, Experience working with card acquiring providers, Understanding of merchant lifecycles
Nice to Have
Experience handling chargebacks and disputes
What You'll Do.
Staff escalation channels
Deliver magician-standard support
Handle Card Acquiring queries
Act as subject matter expert
Own problems from start to finish
Work closely with third-party providers
Support businesses through complex situations
Take ownership of merchant relationships
Help onboard new COps
Provide live support coverage
Maintain data quality
Remediate customer outcomes
Manage audit requests
Support compliance obligations
Support customer follow-ups
Contribute to projects
Improve pilot operations
Provide feedback to peers
Support development across team
How You'll Work.
Team & Collaboration
Internal cross-domain escalations; Third-party providers; Cross-functional teams
Full 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. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 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 ❤️ London/Cardiff/UK Remote | 💰£ 28,050- £35,475 + Incentive Awards tied to your performance + Benefits ✨ 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 co
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