Senior Payments Adviser

📍Remote | 💰 £28,000 + Benefits |  Start date - 2nd October 2023

Please only apply for this role if you have a working knowledge of the Bacs and FPS products in a Banking environment. This is not an entry level role and the training provided is based on the assumption that you have extensive experience in a like for like role.

The role is also telephone-based, so there are clear expectations that you will making and receiving calls.

About us: 

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.

We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

About ourTeam's duties:

We’re looking for Experts in the Payments world who have the passion to help Monzo on our goal of making money work for everyone. In the role, you will be managing, troubleshooting and resolving queries surrounding payments including but not limited to BACS, FPS and Mastercard, as well as international payments. Some examples of the tasks you’d complete, and would be advantageous if you have a working knowledge of include: 

• Frontline Payments Queries
• Credit Payment Recoveries (CPR)
• Direct Debit Indemnity Claims (DDIC)
• Current Account Switch Service (CASS)
• Merchant Acceptance Reports
• Paper Direct Debit Instructions
• Bacs Recalls
• Interbank Communications
• International Payments
• Customer callbacks and reaching out to resolve more complex queries. 

What you’ll be working on

• You’ll be expected to work independently and take personal responsibility for prioritising your work and ensuring your work gets done.
• You must be able to communicate clearly with stakeholders and explain your knowledge in simple terms.
• Any documentation you write will be clear, concise and easy to understand.
• We’ll expect you to be proactive in informing stakeholders about the volume of work and when you expect it will be done.
• You’ll share your knowledge when appropriate, to enhance the skills of the teams around you.
• You’ll be confident calling and chatting with customers from an escalation point of view to de-escalate any complex issues. 
• Supporting other tasks that you’ve been trained on when needed.

You should apply if:

• You are able to start on 2nd October 2023 and attend 4 weeks of training (Monday to Friday 9am - 5.30pm) - no holidays or appointment are permitted
• What we’re doing at Monzo excites you
• You have working knowledge of the Bacs and FPS products
• You enjoy investigating and resolving complex cases
• You strive to reach the best outcomes for customers
• You are keen to develop and improve process and guidance. 
• You’re comfortable making and receiving calls. 
• You are comfortable working in a fast paced, changing environment.
• You are able to adapt to working different work streams on a variety of different platforms according to business needs.

The interview process:

Our interview process involves 2 main stages: 

• Answering the application questions and scenarios 
• Values and Role Specific Interview

Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you  do have any specific questions ahead of this please contact me on @[email removed - click apply for more details]

What’s in it for you:

💰 £28,000 ➕ plus stock options & benefits 

⏰ To make sure we’re around to help our customers 24/7, we ask our new Customer Operations (COps) team members to commit to a rotating working pattern between 6am and 6pm Monday to Sunday over an eight week period. You will work one weekend day every two weeks.

📚 Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefits here

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2022 Diversity and Inclusion Report and 2022 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

#LI-REMOTE #LI-NE