Card Acquiring, Business Banking Customer Operations Advisor

London/Cardiff/UK Remote | 💰£ 28,050- £35,475 + Incentive Awards tied to your performance + Benefits ✨

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

🤩 We’d love to hear from you if…

• You are passionate about delivering outstanding customer experience and supporting your peers
• You have strong business banking knowledge
• You’re confident handling complex and high-pressure situations
• You are comfortable working across calls, chat, and email
• You can spot inefficiencies and suggest and implement improvements
• You are proactive, flexible, and comfortable working in a pilot environment where processes may evolve.

Experience required:

• Experience in Card Acquiring / merchant services
• Experience working with card acquiring providers
• Understanding of merchant lifecycles (onboarding to offboarding)

Nice to have:

• Experience handling chargebacks and disputes

⏰ Your working life and shift requirements

• ⏲️ Working hours - 37.5 hours per week on a fixed, rota-based shift pattern (set in line with business needs), including Bank Holidays on a rotational basis. Shifts fall between 6am – 10pm, with two full weekends and at least one additional partial weekend off every six weeks.
• 📆 Start date - Monday 30th August 2026- you will need to be available for 8 weeks from this date with no holidays, appointments or clashes to attend training (Monday - Friday, 9am - 5:30pm all remote). We can sometimes allow a few days off during this time, but just give us a heads up before the interviews if that is the case.
• We'll guarantee time off on your birthday (if you want it). This will come from your regular holiday balance and provided you have enough to cover it.

🙌What’s in it for you

💰£28,050- £35,475 ➕Incentive Awards tied to your performance.

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 4 steps:

-Application Stage

-Recruiter Calls

-First Stage Technical Interview (Monday 22nd June- Wednesday 1st July 2026)

-Final Stage Competency Interview (Monday 6th July - Thursday 9th July 2026)

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

This means the approximate start date for this role is 30th August 2026.

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