At a Glance
- Tasks: Support businesses with card acquiring queries and deliver top-notch customer service.
- Company: Join Monzo, a forward-thinking company revolutionising Business Banking.
- Benefits: Flexible hours, £1,000 learning budget, and remote work setup.
- Other info: Dynamic role with opportunities for growth and development.
- Why this job: Make a real impact by helping businesses thrive with our innovative banking solutions.
- Qualifications: Experience in card acquiring or merchant services is a plus.
The predicted salary is between 30000 - 40000 £ per year.
Monzo is building a new space for Business Banking and is looking for 4 Card Operations (COps) to help shape the Card Acquiring experience.
Responsibilities
- Staffing escalation channels (internal and cross‑domain)
- Deliver magician‑standard support across calls, chat, and email
- Handle Card Acquiring queries, including chargebacks, disputes, and terminal issues
- Act as a subject‑matter expert, owning problems from start to finish
- Work closely with third‑party providers (e.g. Adyen)
- Support businesses through complex situations such as insolvency and transitions
- Take ownership of merchant relationships, helping them get value from Monzo and stay with us
- Help with onboarding and shadowing for new COps
- Provide live support coverage to keep day‑to‑day operations running smoothly
- Identify trends, improve processes, and maintain data quality
- Carry out QA and remediation to ensure the right customer outcomes
- Manage audit requests and support compliance obligations
- Support callbacks and customer follow‑ups
- Lead or contribute to projects and improve how we operate during the pilot
- Provide feedback to peers and support development across the team
Qualifications
- Experience in Card Acquiring or merchant services
- Experience working with card acquiring providers
- Understanding of merchant lifecycles from onboarding to offboarding
- Nice to have: experience handling chargebacks and disputes
Shift & Hours
37.5 hours per week on a fixed, rota‑based shift pattern. Shifts run between 6:00 am and 10:00 pm, with two full weekends and at least one additional partial weekend off every six weeks. Bank holidays are included on a rotational basis.
Benefits
- Flexible working hours and trust to work enough hours to do your job well
- £1,000 annual learning budget for books, courses, and conferences
- Remote work setup with MacBook; additional support for fully remote workers
Equal Opportunity
Monzo is an equal‑opportunity employer. All applicants will be considered for employment without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status.
Card Acquiring, Business Banking Customer Operations Advisor employer: Somi AI
Monzo is an exceptional employer that fosters a dynamic and inclusive work culture, offering flexible working hours and a generous £1,000 annual learning budget to support your professional growth. As part of the Business Banking Card Acquiring Team, you'll have the opportunity to make a meaningful impact by shaping the customer experience while enjoying the benefits of remote work and a supportive environment that values diversity and innovation.
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 recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling calls, chats, and emails, make sure you can convey your thoughts clearly and confidently. Role-play with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join the Monzo family!
We think you need these skills to ace Card Acquiring, Business Banking Customer Operations Advisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Card Acquiring role. Highlight your experience in card acquiring or merchant services, and show us how you can deliver that magician-standard support we’re after!
Showcase Your Problem-Solving Skills:We love candidates who can own problems from start to finish. In your application, share examples of how you've tackled complex situations, especially those involving chargebacks or disputes. This will help us see your potential as a subject-matter expert.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon unless it's relevant to the role. We want to understand your experience and skills without having to decipher complicated terms!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Somi AI
✨Know Your Stuff
Make sure you brush up on your knowledge of card acquiring and merchant services. Understand the ins and outs of chargebacks, disputes, and terminal issues. Being able to speak confidently about these topics will show that you're serious about the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've handled complex situations in the past, especially those involving customer support or merchant relationships. Think about times when you took ownership of a problem and how you resolved it. This will demonstrate your ability to act as a subject-matter expert.
✨Be Ready for Scenarios
Expect to be asked situational questions during the interview. Practice responding to scenarios related to staffing escalation channels or managing audit requests. This will help you articulate your thought process and how you would handle real-life challenges in the role.
✨Ask Insightful Questions
Prepare some thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, how they measure success in the role, or what projects are currently in the pipeline. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
