Description:
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.)
We'd love to hear from you if…
- You're able to start on Monday 28th October 2024 and can attend 10 weeks training Monday to Friday 9am - 5.30pm (no holidays or appointment are allowed during the first 5 weeks)
- You can demonstrate experience resolving and identifying Card Payment Dispute enquiries, ideally within the MasterCard Chargeback scheme.
- Have strong customer service skills with the ability to handle complex enquiries. Provide excellent customer service and go above and beyond to protect our customers.
- Demonstrating organisational skills to navigate multiple systems while effectively communicating with customers. Identify process improvement and identify areas of optimisation for management.
- Work independently and have the ability to arrive at the right outcome for the customer Understand risks and effectively apply solutions proportionate to the nature of the risk whilst considering the firm's customers You're a UK resident currently living in the UK and have the right to work in the UK.