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 2,300 people across our London, Southampton and Cardiff offices and will open our Manchester office later on this year.

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 Second Presentment Analyst to join our team on a full-time basis and support our growth for a next generation, digital bank around the clock; this team will work between 9am-5:30pm, Monday - Friday.

Applications for this role will close on 14/07.

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 at the Pre-Arbitration and Arbitration stage of the chargeback cycle
• 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.
• Assisting with training Card Disputes Associates to expand knowledge of Pre-Arbitration and Arbitration cases throughout the wider team.
• Providing feedback on Second Presentments to Card Disputes Associates, working to continuously improve the full chargeback process.
• Keep up to date with Mastercard rules to ensure claims are submitted correctly.
• Identifying trends and conducting trend analysis in Second Presentment cases.
• Working with Technical Specialist and Card Disputes Manager to improve efficiency of the Second Presentment procedures.

Requirements:

Requirements:

• Strong customer focus
• Excellent communication skills, both written and oral.
• Experience in financial services or a similar environment.
• Experience of either Fraud or Retail Card Disputes / the Chargeback Cycle
• 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
• 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
• 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 and Salary Sacrificed Gym partnerships

About Us:

We\'re on a mission to radically reshape banking - and that starts with our brilliant team. We know that our bank is only as good as the people who build it. From customer support and engineering to marketing and business development, we\'re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

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.

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.

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