Customer Service Adviser (Financial Services)
We are looking for detail-oriented, empathetic problem solvers to join our new exciting Financial Client.
We’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We're on a mission to make money work for everyone and to do this we need to grow our amazing customer support team to make sure every customer gets access to 24/7 customer support through our app and on the phone.
You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments!
We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently.
What will you be doing day-to-day?
Providing the best customer support by talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank.
Communicating with our customers through a variety of different mediums, based on our customers needs; whether that be through our social media platforms, email, calls or in-app chat.
Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier.
Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them.
Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends. Whilst investigating and making decisions about payments made on stolen cards, as well as looking into scam websites.
Dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to our bank.
Understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app). Plus, being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns.
Making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world.
After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping out on social media to spending time with our Financial Crime specialists!
Hours of Operation
We offer various schedules between Monday – Sunday 8am-8pm
Pre-recruitment experience, knowledge and skills required are:
Fluent in English.
Experience of or aptitude for Customer Service.
Experience of or aptitude for Social Media Channels (i.e CHAT)
Good organisational skills.
A minimum of 20 wpm on a keyboard.
A working knowledge of MS Word / Excel
Excellent communication skills and the ability to remain calm in all situations.
Ability to work on own initiative and under pressure in order to achieve deadlines.
ECDL qualification an advantage