Job Description

:

Hello, we\'re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We\'re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We\'re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our aim is to give customers clarity and control over their money, by allowing customers to manage it entirely through the Starling banking app. We are looking for a Card Dispute Associate to join our team on a full-time basis and support our growth for a next generation, digital bank.

Applications for this role will close on 12/01.

The Shifts:

We enable our customers to manage their money 24 hours a day, 7 days a week, 365 days a year. Whenever they need us, we will be there. This role will operate on a shift pattern of 37.5 hours a week per week (5 x 7.5hr shifts), Monday - Friday, 9am-5.30pm. However all contracts across operations are on a 24/7 and therefore could change to meet business needs.

Training for the role:

We have a 6 week training programme which is run from the office so you\'ll need to be able to commit to being in the office during the day for your first 6 weeks with us. The training gives you all of the skills and support you need to succeed at Starling!

This is a hybrid role, the first 6 weeks will be spent full time in our office, moving to 1/2 days per week, after this period.

The recruitment process:

Once we have reviewed your initial application, if we feel you have the skills and experience for the role we will ask you to record a video to answer a few technical questions and to tell us why you would be a great addition to the team. If you prefer you can have a call with a member of our Talent Acquisition team to answer the questions instead.

After this, the final stage would be a video interview with our Retail Disputes team, where they will discuss the role, your skills and experience in more detail and answer any questions you may have about the role and what to expect! You will also be asked to complete a written task, as part of the final stage.

Responsibilities include:

• Supporting customers through their dispute resolution in a value driven and empathetic manner.
• Creating and maintaining Chargeback Disputes through Mastercard Connect in line with timeframes, regulations and requirements. - Liaise with cardholders through in-app messages, outbound calls and emails.
• Using your analytical skills and disputes knowledge to find the best resolution for the customer and the bank.
• Keep up to date with Mastercard Chargeback rules to ensure claims are submitted correctly.
• Identifying trends in customer disputes and escalating them within the team.

Requirements:

• Strong customer focus
• Excellent communication skills, both written and oral.
• Experience in financial services or a similar environment.
• Experience of Retail card disputes would be desirable, but not essential as full training will be given.
• Enthusiastic and adaptable to a rapidly changing environment.
• Strong team worker who is also able to work alone to achieve their goals.
• Ability to balance workload and deal with multiple priorities.

Benefits:

• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day\'s holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary & group income protection
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• Incentives refer a friend scheme
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About us:

You may be put off applying for a role because you don\'t tick every box. Forget that! While we can\'t accommodate every flexible working request, we\'re always open to discussion. So, if you\'re excited about working with us, but aren\'t sure if you\'re 100% there yet, get in touch anyway.We\'re on a mission to radically reshape banking - and that starts with our brilliant team. Whatever came before, we\'re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Starling Bank is an equal opportunity employer, and we\'re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice.By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.

Starling Bank