As a Cards Experience Guide, you’ll be the first person our user turns to when something goes wrong with a card payment. Whether it's a declined transaction, a suspicious charge, or a request for a refund, you’ll step in to make things right — quickly and carefully.
You'll review and issue chargebacks and refunds, making sure every case is handled with accuracy and fairness. Just as important, you’ll keep our user in the loop the whole time — clearly explaining what’s happening, what’s coming next, and if any action is needed from their side.
Take Ownership
By picking up issues quickly, resolving them with the right solution, and keeping them in the loop you will Make Life Easy for our users. You work with the right teams to fix root causes and support payment operations in solving even the most complex problems 🚀
You speak English fluently and have strong communication skills, while showing empathy
You're a problem solving enthusiast, and can prioritize your work when needed
You've worked in a user-facing role before and know how to handle issues with empathy, clarity, and professionalism
You’re comfortable working with data — spotting patterns, drawing insights, and using them to make smart decisions.
You thrill at leading thorough investigations, using your attention to detail for efficient resolution
You already have a advantage if you're familiar with the financial/banking sector, and if terms like KYC, KYB, payment and compliance operations ring a bell
We give you the space and the tools you need to succeed 💪🏼
🤟 Great, international colleagues who share your mindset
👩💻 Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.
🧳 Digital Nomad program: work remotely 1 week per quarter after 1 year and 3 weeks per quarter after 2 years
📚 We support growth with bunq Academy and €1500 annual learning budget
🚴♀️ A Multisport gym card for your health and wellbeing
🚌 Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices 🌳)
💻 A MacBook so you can Get Shit Done with us
🥦 Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options
⚕️ Private health insurance, just in case
🍻 Friday drinks and other celebrations - bunq style
We are bunq, bank of The Free. We’re here to break free from the status quo, and create a bank with our users in mind. Giving them the freedom to live life on their own terms.
We built our own financial system from the ground up, and with the launch of our app in 2015, reinvented banking as you know it. And that’s just the beginning! We work around the clock to create fintech innovations that simply make banking and money management as easy, transparent, and fun as possible.
Have a business?
bunq Business was created as the ultimate bank account to save you time. This means no more paperwork, branch visits or bureaucracy ever again. Just the freedom to focus on what’s truly important: running your business.
Go to bunq.com/business and find out how we can help your business thrive.
Want to join us in our mission to revolutionise the traditional banking industry? You will become part of an international team of more than 500 bunqers (48 nationalities and counting!) that all have one thing in common: we love what we do. Waking up with brilliant ideas and going to bed knowing that you’ve personally contributed to them. That’s working at bunq.
If that sounds like your kind of challenge, go to bunq.com/jobs get the ball rolling.
