At a Glance
- Tasks: Provide top-notch support to customers and manage complex Card Acquiring issues.
- Company: Join Monzo, a forward-thinking bank shaping the future of Business Banking.
- Benefits: Competitive salary, performance incentives, and flexible remote work options.
- Other info: Dynamic role with opportunities for growth and learning in a supportive environment.
- Why this job: Be a key player in a new team and make a real impact on customer experiences.
- Qualifications: Experience in Card Acquiring and strong problem-solving skills required.
The predicted salary is between 28050 - 35475 £ per year.
Our Business Banking Card Acquiring Team is 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 coordinating behind the scenes with external partners to reach the right outcome. From the customer’s perspective, you are Monzo—so it’s important you can manage these interactions seamlessly and maintain a high standard of service throughout.
This is a specialised role, so we’re looking for people with Card Acquiring experience who are comfortable taking ownership and making decisions in complex situations.
You’ll play a key role by:
- Staffing escalation channels (both internal and cross-domain)
- Delivering magician-standard support across calls, chat, and email
- Handling Card Acquiring queries, including chargebacks, disputes, and terminal issues
- Acting as a subject matter expert, owning problems from start to finish
- Working closely with third-party providers (e.g. Adyen)
- Supporting businesses through complex situations (e.g. insolvency, transitions)
- Taking ownership of merchant relationships, helping them get value from Monzo and stay with us
- Helping with onboarding and shadowing for new COps
- Providing live support coverage to keep day-to-day operations running smoothly
- Identifying trends, improving processes, and maintaining data quality
- Carrying out QA and remediation to ensure the right customer outcomes
- Managing audit requests and supporting compliance obligations
Location: London/Cardiff/UK Remote | Salary: £28,050-£35,475 + Incentive Awards tied to your performance + benefits
Card Acquiring, Business Banking Customer Operations Advisor employer: EngineersOfAI
Monzo is an exceptional employer that fosters a dynamic and innovative work culture, particularly within our Business Banking Card Acquiring Team. As a Customer Operations Advisor, you'll enjoy competitive salaries, performance-based incentives, and a supportive environment that encourages personal and professional growth. With the opportunity to shape a new service area and collaborate with industry-leading partners, you'll find meaningful and rewarding employment in a role that values your expertise and contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Card Acquiring, Business Banking Customer Operations Advisor
✨Tip Number 1
Get to know the company inside out! Research Monzo's values, mission, and the specifics of the Card Acquiring role. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with complex issues, think of examples from your past experiences where you've successfully navigated tricky situations. Be ready to share these during interviews to demonstrate your expertise.
✨Tip Number 3
Show off your communication skills! Whether it's through calls, chat, or email, make sure you can convey information clearly and confidently. Role-play with a friend or use mock interviews to polish your delivery.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the Monzo family. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Card Acquiring, Business Banking Customer Operations Advisor
Some tips for your application 🫡
Show Your Enthusiasm:When you're writing your application, let your excitement for the role shine through! We want to see that you're genuinely interested in being part of our Card Acquiring team and ready to tackle the challenges that come with it.
Highlight Relevant Experience:Make sure to showcase any previous experience you have in Card Acquiring or customer operations. We’re looking for folks who can take ownership and navigate complex situations, so don’t hold back on those examples!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, especially when it comes to handling complex issues. Use bullet points if it helps to make your skills and experiences stand out!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity in our Business Banking team!
How to prepare for a job interview at EngineersOfAI
✨Know Your Stuff
Make sure you brush up on your Card Acquiring knowledge. Familiarise yourself with common issues like chargebacks and disputes, as well as the role of third-party providers like Adyen. Being able to speak confidently about these topics will show that you're ready to take ownership of complex situations.
✨Embrace Ambiguity
Since this is a brand new space for Business Banking at Monzo, be prepared to discuss how you handle uncertainty. Share examples from your past where you've thrived in ambiguous situations, showcasing your ability to test, learn, and adapt as needed.
✨Customer-Centric Mindset
Remember, you are Monzo to the customer! Prepare to demonstrate your commitment to providing magician-standard service. Think of scenarios where you've turned frustrated customers into satisfied ones, and be ready to share those stories during the interview.
✨Attention to Detail
This role requires managing multiple moving parts, so highlight your attention to detail. Bring examples of how you've successfully coordinated complex tasks or projects in the past, ensuring that nothing slips through the cracks while maintaining high standards.
