Description
As a Cards Experience Guide, you'll be the first point of contact for our users when something goes wrong with a card payment. You'll review and issue chargebacks and refunds, ensuring every case is handled with accuracy and fairness. You'll also keep our users informed throughout the process, clearly explaining what's happening, what's coming next, and if any action is needed from their side.
You'll take ownership of issues, resolving them quickly and efficiently, and work with the right teams to fix root causes and support payment operations. Your goal is to make life easy for our users.
Requirements
- You speak English fluently and have strong communication skills, with empathy
- You're a problem-solving enthusiast, able to prioritize your work when needed
- You've worked in a user-facing role before, handling issues with empathy, clarity, and professionalism
- You're comfortable working with data, spotting patterns, drawing insights, and using them to make smart decisions
- You're skilled at leading thorough investigations, using your attention to detail for efficient resolution
- Familiarity with the financial/banking sector is an advantage, particularly with terms like KYC, KYB, payment, and compliance operations
Your Space to Perform
We give you the space and tools you need to succeed:
- Great, international colleagues who share your mindset
- Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly
- Digital Nomad Program: after your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration
- We reward tenure with a dedicated travel budget: €1.5k after 2 years and €3k after 4 years to visit another core office
- We support growth with bunq Academy and €1500 annual learning budget
- A Multisport gym card for your health and wellbeing
- Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices)
- A MacBook so you can Get Shit Done with us
- Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options
- Private health insurance, just in case
- Friday drinks and other celebrations - bunq style
All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, DISA. This is part of our commitment to a secure and trustworthy workplace.