Card Acquiring, Business Banking Customer Operations Advisor
About the role
Our Business Banking Card Acquiring Team
We are looking for 4 COps to take on this Card Acquiring role.
The key focus for all of our COps is to provide a magician standard of service to our customers.
This is a brand new space for Business Banking at Monzo, and we’re building it as we go. That means we’re looking for people who are excited by that—comfortable with a bit of ambiguity, happy to test and learn, and ready to help shape what great looks like for Card Acquiring at Monzo.
This is a specialist role, where you’ll act as one of our subject matter experts in Card Acquiring. You’ll be dealing with complex, high-impact issues and will be expected to take full ownership of problems from start to finish. A big part of the role involves working closely with our third-party provider, often in parallel with supporting the customer—so strong attention to detail and the ability to manage multiple moving parts is key.
You’ll need to be confident handling situations where customers may be frustrated, while also coordinating behind the scenes with external partners to reach the right outcome. From the customer’s perspective, you are Monzo—so it’s important you can manage these interactions seamlessly and maintain a high standard of service throughout. This is a specialised role, so we’re looking for people with Card Acquiring experience who are comfortable taking ownership and making decisions in complex situations.
🔑 You’ll play a key role by...
- Staffing escalation channels (both internal and cross-domain)
- Delivering magician-standard support across calls, chat, and email
- Handling Card Acquiring queries, including chargebacks, disputes, and terminal issues
- Acting as a subject matter expert, owning problems from start to finish
- Working closely with third-party providers (e.g. Adyen)
- Supporting businesses through complex situations (e.g. insolvency, transitions)
- Take ownership of merchant relationships, helping them get value from Monzo and stay with us.
- Helping with onboarding and shadowing for new COps
- Providing live support coverage to keep day-to-day operations running smoothly
- Identifying trends, improving processes, and maintaining data quality
- Carrying out QA and remediation to ensure the right customer outcomes
- Managing audit requests and supporting compliance obligations
- Supporting callbacks and customer follow-ups
- Leading or contributing to projects and improving how we operate during the pilot
- Providing feedback to peers and supporting development across the team