Description:
We are looking for passionate people with experience in Card Payment Dispute (CPD) investigations, where you’ll be helping our customers identify, resolve & provide support regarding Card Payment Dispute enquiries. Fraud transactions are dealt with by a different team altogether.
You’ll love solving problems, investigating and evidencing through the Mastercard chargeback process and keeping up-to-date with the latest trends. As you gain experience you'll be able to take on more complex cases and grow your skills in different areas of the Mastercard disputes process.
🔑 You’ll play a key role by...
- Using a full set of tools to build a timeline of a customer's dispute claim ensuring we are submitting valid chargebacks for our customers.
- Analysing & resolving enquiries for dispute cases & communicating with our customers effectively and with empathy and securing the right outcomes for them.
- Making fair decisions based on your high quality investigation, in line with external regulations and internal policies.
- Identifying and supporting our vulnerable customers in relation to their dispute claims
- Handle Dispute enquiries within agreed SLAs
- Analysing and resolving enquiries for dispute cases in line with the Mastercard scheme guidelines to give the customer the correct outcome
- Ensure that investigation files, notes and other documents are adequately completed Identify areas of optimisation and implement process enhancements
- Once you have got to grips with the initial stages of a Dispute at Monzo we will then look to upskill you to engage with the Mastercard chargeback process through to the Second Presentment stage.
- You’ll, on occasion, be speaking with customers over the phone.
- You’ll also be expected to become a trusted point of escalation for the wider team. They will look to you for advice and you will be expected to provide knowledge shares to your peers.
- Recognising emerging trends in disputes and communicate this information to your Team Manager
- Being responsible for identifying your areas of development and working with management to develop in these areas (training, mentoring, etc.)