Card Acquiring, Business Banking Customer Operations Advisor

Business Banking Card Acquiring Team

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.

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