Payments Experience Guide

As a Payments Experience Guide, you'll be our user's go-to hero whenever something goes wrong with a payment. Your job is more than fixing problems: it's about keeping our users informed, reassured, and confident at every step.

You'll take ownership of delivering high-quality, empathetic support in every interaction, ensuring that users always feel heard, understood, and valued throughout their payment journey.

Key responsibilities include:

• Handling escalations related to payment issues by investigating thoroughly, coordinating with the right teams when needed, and making sure the user receives a correct and timely resolution.

• Acting swiftly in picking up SOS conversations, recognizing the urgency of the situation, and ensuring that no user in distress is left waiting , your quick action provides reassurance and builds trust.

• Keeping users informed every step of the way by setting clear expectations, sharing progress updates, and following through until their issue is fully resolved, creating a transparent and reliable support experience.

Requirements include:

• Fluency in English and strong communication skills, with a focus on empathy.

• Problem-solving enthusiasm and ability to prioritize work when needed.

• Previous experience in a user-facing role, with a focus on handling issues with empathy, clarity, and professionalism.

• Comfortable working with data , spotting patterns, drawing insights, and using them to make smart decisions.

• Familiarity with the financial/banking sector, including terms like KYC, KYB, payment, and compliance operations.

In return, we offer a range of benefits, including:

• A hybrid setup, with three months in-office followed by two days remote and three days in-office per week.

• A Digital Nomad Program, allowing you to work remotely for up to 20 days per year.

• A dedicated travel budget, with €1.5k after two years and €3k after four years.

• Access to bunq Academy and an annual learning budget of €1500.

• A Multisport gym card for your health and wellbeing.

• Travel expenses covered, whether you come walking or by bike, bus, or car.

• A MacBook to help you get things done.

• Delicious lunches from our in-house chefs, with vegan and vegetarian options.

• Private health insurance, just in case.

• Friday drinks and other celebrations , bunq style!