Dozens is revolutionising the way people manage their money and challenging the entire financial industry in the process.

Traditional banks, building societies and fintechs mostly rely on debt for profit. They encourage customers to spend in order to charge for overdrafts, and offer short term loans. They need people to mismanage their money to keep their profits and investors happy.

Isn’t there a huge conflict of interest there?

We don’t think institutions are doing all they can to help people manage their money. Either in terms of new technology, in terms of data or in terms of financial products.

So we started Dozens. Dozens is a fintech that is challenging the banking industry by focusing on customers’ growth rather than seeking profit from their debt.

With our bright mango yellow debit card and full-featured app, Dozens combines a current account with budgeting and saving tools, unique financial products and an investment manager all designed to help people move from spender to saver to investor.

We are looking for a Customer Payments Associate to be the first addition to the newest team within Operations, helping our customers with all things payments while supporting our business and its mission.

What you’ll be doing

  • Responding to customer queries related to the Dozens current account and Visa debit card, including payments, refunds, direct debits, and chargebacks.
  • Being empathetic with customers who have had a payment or chargebacks issue to reassure them and provide an excellent experience.
  • Escalating certain customer queries to our payment partners for additional investigation, and raising Visa disputes for eligible chargebacks.
  • Performing daily payments functions like monitoring overdrawn accounts and processing payments.
  • Working closely with our Customer Service team to make sure that all customer queries are triaged effectively before being investigated by the Customer Payments team.
  • Continuously looking for ways to improve processes and workflows within the newly created Customer Payments team, helping to shape its future within Operations at Dozens.

You’ll enjoy this role if you are

  • An inquisitive problem-solver who is very organised even when juggling multiple tasks
  • Attentive and pay close attention to the little details, even when doing repetitive tasks or processes
  • Good at explaining complicated issues to others without lots of jargon
  • An efficient person who enjoys hard work, but can also spot when processes can be improved to remove manual tasks or to reduce risks
  • Keen to learn about all aspects of operations at a fintech start-up

Key skills and experience

  • Experience at a fintech or retail bank within operations (across any function). Prior experience in payments or chargebacks would be beneficial but not essential
  • Ability to investigate problems independently and to take ownership of the different Customer Payments workflows
  • Ability to communicate clearly with customers in written English is essential