Disputes & Complaints Lead (Customer Operations)

Summary
We’re looking for someone ambitious to join the Customer Operations Team and support our rapidly-expanding US fintech product. You'll manage our customer transaction disputes and complaints processes, ensuring that we deliver a great customer experience while staying on top of our regulatory responsibilities. This is a fantastic opportunity if you are looking to accelerate an existing operations career, take on a lot of new responsibility, and work in a fast-paced and dynamic startup environment.

About Monzo
Monzo is one of the top fintechs in Europe. In the last few years, we’ve built a banking app that our customers love – with extremely high daily engagement, an industry leading net promoter score, and award-winning customer support. We’ve raised over $1 billion from YCombinator, Stripe, Coatue, Eric Schmidt, Mike Moritz, and others - most recently at a $4.5bn valuation. 

We’re just getting started in the US: We’re a small team operating like an early stage startup but with the financial, operational, and engineering platform muscle of a larger company. We’re focused on launching an amazing US product, shipping and iterating quickly, and finding product market fit. We’re looking for highly driven, enterprising people to help us achieve our mission to make money work for everyone.

About the role

In the UK we're known for our outstanding customer support. We're looking for help building the foundation of our Customer Operations team in the US. You will be in charge of customer disputes and complaints, owning these processes end-to-end including customer communications, timeline management, investigations, tracking, and reporting. You will spend about half of your time managing and developing our dispute and complaints processes to suit the needs of our growing business. The rest of your time will be spent providing customer support by talking directly and honestly with our customers, with a particular focus on more complex, escalated queries.

You would join a small, friendly team, where everyone works across a number of disciplines to support the changing needs of the business and is empowered to solve customers’ problems. We’re building a team who is empathetic, articulate, intelligent, positive, and excellent at both understanding and solving complex problems.

You will gain exposure to multiple different teams, disciplines, and projects, with the goal of identifying and owning problems to help us efficiently and effectively scale the business. This is a unique opportunity to take on a lot of responsibility and help us shape a key area of our US Operations team, and you will be given a lot of autonomy to manage this space.

What will you be doing day-to-day?

• Managing our customers’ transaction disputes, including timeline management, tracking, notifications, investigations, and balance adjustments to ensure compliance with Regulation E
• Tracking and addressing customer complaints when things go wrong, keeping customers happy while maintaining our regulatory obligations
• Monthly disputes and complaints reporting to our US partner bank, accurately and efficiently organizing our records to demonstrate consistent compliance
• Maintaining and adapting our disputes and complaints processes and tooling to suit the evolving needs of the business
• Providing customer support through a variety of different mediums, based on our customers’ needs; whether that be through calls, social media platforms, email or in-app chat. With time, you’ll have a particular focus on the more complex, trickier queries that our customers have
• Proactively spotting patterns in customer queries and feedback to see where we can make positive changes to our processes, tools, or product
• Working closely with our financial crime team to help spot and investigate fraud trends
• Supporting other members in the customer support team by being a point of escalation and mentoring new joiners. Making sure the rest of the company stays customer-focused and fixated on building the best banking product in the world.

You should apply if: 

• You have 3+ years’ experience at a fintech company or bank, including experience managing transaction disputes
• You have a thorough understanding of Reg E, its requirements, and timelines
• You know what great customer support looks like and you're passionate about delivering it at scale
• You’re excited by the prospect of working in a fast-paced environment and eager to take on a lot of responsibility early in your career
• You’re curious, quickly assimilate new information, and take a logical approach to problem-solving
• You're great at explaining things to people, and have flawless wr