Job Description

Behind every payment is someone who expects things to simply work. People shouldn't have to wonder where their money is or what's happening next. As a Payment Investigations Expert, you make payments feel effortless by giving our users fast answers, clear communication, and complete confidence in every interaction. That's your mission.

Up for this? Kick off your application by taking our assessment and find out if bunq is your perfect match! 🕵️‍♂️

Take Ownership

As our Payment Investigations Expert, you'll own the end-to-end payment investigation journey, from the moment an issue surfaces to the moment it's resolved and prevented from happening again.

• Build and scale AI-powered automation for payment investigation flows, driving auto-handle rates higher and continuously raising the ceiling each quarter.
• Track investigation performance and user satisfaction through Looker and Amplitude, running monthly gap analyses to turn structural issues into clear, actionable process improvements.
• Define and maintain handling guidelines, KPIs, and decision logic that ensure every investigation is handled consistently, compliantly, and fast, regardless of who or what is executing it.

Requirements

• You have deep knowledge of payment schemes, rules, and the full payments lifecycle, including escalation flows and third-party communication with banks and payment schemes.
• You have an AI-first mindset, you design processes to be executed by automation, not built around it, and you actively look for ways to eliminate manual handling permanently.
• You know how to hunt for root causes using data: you don't stop at symptoms and you don't rely on gut feeling.
• You have a hands-on, get-it-done approach, you're comfortable owning urgent cases directly, learning from every escalation, and translating that into structural fixes.
• You're an excellent communicator and speak English fluently, with the ability to drive clear stakeholder alignment both in writing and in conversation.

Curious to see how we make life easy? - try the bunq app, it only takes 5 minutes to sign up.

Your space to perform

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.

📚 We support growth with bunq Academy and €1500 annual learning budget

🚴‍♀️ A Multisport gym card for your health and wellbeing (in Turkey)

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

🚌 Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices 🌳) (In Turkey)

🧳 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.

💻 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

💸 Monthly contribution to your phone and internet bills (in Turkey)

🍻 Friday drinks and other celebrations - bunq style

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