Job Description

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 🚀

Requirements

• 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

Your space to perform

We give you the space and the tools you need to succeed 💪🏼

🤟 Join forces with great colleagues across the globe to revolutionise banking

🌟 Make lasting impact by working on complex & exciting challenges

📚 Accelerate your career growth with bunq Academy and a 1500 EUR annual learning budget

🇧🇬 Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.

💻 A Macbook to keep with you while you're with us

👩‍💻 Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly

🧳 Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration

🚀 We reward tenure with a dedicated travel budget: €1.5k after 2 years and €3k after 4 years to visit another core office.

🍪 Lunch and snacks at the office, vegan options included

⚕️ Private health insurance, just in case

🍻 Friday drinks, team events, and other celebrations - bunq style!

All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, DISA. This is part of our commitment to a secure and trustworthy workplace.