Lead Disputes Analyst

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.

Our Financial Crime, Fraud & Disputes Team is looking for a brilliant Disputes Subject Matter Expert to drive forward our strategy for Monzo. You’ll be the Disputes Lead in a cross-functional team that builds and iterates controls to maximise how we manage Disputes Risk, while delivering best in class customer experience.

We need someone who really understands the disputes domain, including deep technical expertise (e.g. relevant to the card scheme rules), and has a data-led approach to overcoming challenges, and in ensuring we have effective and efficient systems and controls in place to manage the risk(s) associated with disputes. You’ll be an exceptional stakeholder manager, bringing others along on a journey to deliver huge impact.

We’re in the process of revamping how we think about disputes here at Monzo, supported by our recently founded Disputes Product Squad - you should know we do things a little differently here, you’ll work in a team with dedicated engineers, data scientists and operational experts, helping us to take a cross-functional approach, together as one team.

You’ll play a key role by:

• Leading on implementing our Disputes Strategy across Monzo, especially as it develops new products and expands to new markets.
• Developing strategic relationships with operations, product owners and senior management to provide expert disputes knowledge and help define business requirements.
• Suggesting, developing, implementing and monitoring industry leading disputes capabilities alongside data scientists, machine learning experts, product management and engineers across multiple teams.
• Providing expert knowledge to support the development of disputes systems to effectively manage risks in multiple jurisdictions.
• Building a close relationship with our dispute operations teams, ensuring sufficient communication and knowledge sharing on risks.
• Defining and interpreting key measures and metrics on the performance of key systems and reporting this to relevant committees on an ongoing basis.
• Identifying the highest priority issues or problem areas and working with other members of the Fraud & Disputes Team to drive forward solutions.
• Participating in external working groups focusing on disputes to gather additional insights.

We’d love to hear from you if you have:

• Significant experience in a Risk, Product, or Business Analyst role.
• A background in Disputes, Fraud or Payments.
• Proficiency in SQL, Looker, with BigQuery experience being a strong bonus.
• The ability to present ideas and data clearly across the organisation.
• Comfort in explaining processes and complex technical requirements to software engineering teams.
• Proactivity and eagerness to drive initiatives forward independently.
• Strong organisational skills, able to perform under pressure and meet tight deadlines.

This role can be distributed within the UK, with occasional travel required to the London office. 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.

The application journey has 3 key steps:

• Intro call with a member of the hiring team.
• Initial call with the hiring manager.
• 2-part Technical and Stakeholder interview with members from the wider team.

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.

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.