About this role
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.