# Payments Experience Guide

**Company**: bunq
**Work arrangement**: hybrid
**Experience**: entry
**Job type**: full-time
**Category**: Finance
**Industry**: Finance

**Apply**: https://careers.bunq.com/o/payments-experience-guide?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6f910ee6-15a

## Description

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!

## Skills

### Required
- English
- problem-solving
- data analysis
- communication
- empathy

### Nice to have
- financial/banking sector
- KYC
- KYB
- payment
- compliance operations

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Source: [Apply at careers.bunq.com](https://careers.bunq.com/o/payments-experience-guide?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)