Cards Experience Guide
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Before you apply
LocationUnknown
Work modehybrid
Typefull-time
SeniorityEntry
DepartmentSupport & Operations
Company size201–500 people
First seenOct 22, 2026 · 2w ago
Verified live2w ago
At a glanceSummarised by Seekless from the posting.
Investigate chargebacks end-to-end using transaction data, account history and merchant evidence
Keep users informed with clear, honest and caring updates throughout their case
Use AI tools to research cases, spot patterns and share insights
Ability to investigate a case from every angle and use data and evidence to reach a fair, well-reasoned decision
Sharp eye for detail, follow process steps carefully, flag unclear cases instead of guessing
Explain complex or disappointing outcomes in clear, warm and accurate writing
Use AI tools in daily work to summarize feedback data and suggest root causes
Customer-centric mindset and care about giving fast, transparent outcomes
Excellent communicator and speak English fluently
Native Dutch speaker
Willing to get the Wft Consumptief Krediet certificate
Experience with card disputes, chargebacks or payment operations
Knowledge of Mastercard rules
All new hires are subject to Pre-employment Screening (PES)
Skills
AI tools
Benefits
Digital nomad program
Travel budget
Learning budget
Meal benefits
Pension plan
Wellness benefits
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 tools in your daily work, for example to summarize feedback data and suggest root causes rather than doing it by hand.
•
You can see things from user’s point of view and care about giving them a fast, transparent outcome.
•
We’d love it if you have experience with card disputes, chargebacks or payment operations. Knowing the Mastercard rules is a plus.
•
You’re an excellent communicator and speak English fluently.
•
You’re a native Dutch speaker and willing to get the Wft Consumptief Krediet certificate. The exam is only offered in Dutch, and bunq covers the cost.
Benefits
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: 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.
📚 We support growth with bunq Academy and €1500 annual learning budget
🚌 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
💰 An optional pension plan with monthly contribution from bunq
🧘 €60 monthly allowance via Alleo by Epassi, rolling over monthly and resetting annually
🍻 Friday drinks and other celebrations - bunq style
Legal
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
Curious to see how we make life easy? - try the bunq app, it only takes 5 minutes to sign up.
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