About this role
Discover bunq Offices Cards Experience Guide Hybrid Amsterdam Istanbul Sofia Ready to get shit done? As a Cards Experience Guide, you'll be the person who gives our users peace of mind every time they pay with their bunq card. Whether they need a refund, have a question about a transaction or want to dispute a charge, you'll make sure they get a fast, fair outcome they can count on. You'll review and issue chargebacks and refunds, handling every case with accuracy and care. Just as important, you'll keep our users informed from start to finish: what's happening, what comes next and if they need to do anything. That way they always feel confident and in control. Up for this? Kick off your application by taking our assessment and find out if bunq is your perfect match! Take ownership As our Cards Experience Guide, you'll make the decision on tricky disputes such as incorrect deliveries, ATM issues and partial merchant refunds. Every decision has a real financial impact for our users and for bunq. - Resolve chargebacks end-to-end: Investigate each case using transaction data, account history and merchant evidence. Reach a correct, well-reasoned decision within card scheme deadlines. - Keep users informed: Send clear, honest and caring updates throughout their case. When we can't approve a dispute, explain why in plain language so they understand it the first time. - Work smarter with AI: Use AI tools to research cases, spot patterns in disputes and feedback, and share insights that help the team fix root causes. This challenge is perfect for you if - You know how to investigate a case from every angle and use data and evidence to reach a fair, well-reasoned decision. - You have a sharp eye for detail. You follow process steps carefully, pick the right reason code, and flag unclear cases instead of guessing. - You can explain complex or disappointing outcomes in clear, warm and accurate writing. - You use AI to...