Call Center Representative (Digital Banking)

Location: Onsite in Birmingham, West Midlands, United Kingdom. The contact centre operates from 8am to 8pm, with alternative shift patterns scheduled across 5 days per week.

Company

Marcus is hirify.global' online consumer banking business, providing digital savings products and banking experiences to individual customers.

What you will do

• Answer customer calls and provide product information, account opening services, account servicing, and general support.
• Build rapport with customers and resolve service questions, issues, and escalations.
• Process account maintenance activities, including application reviews, money movement, correspondence, and complaint responses.
• Document customer interactions in line with established procedures and compliance policies.
• Meet call quality, case quality, productivity, and customer acquisition goals.
• Complete compliance and remedial training and proactively identify issues or risks.

Requirements

• Experience in retail banking or a similar customer service environment.
• Excellent written and verbal communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently in a fast-paced, team-oriented environment.
• Adaptability, attention to detail, high energy, and a strong customer-service mindset.
• Ability to work scheduled alternative shifts across 5 days per week.

Culture & Benefits

• Training and development opportunities to support professional growth.
• Firmwide networks, wellness resources, personal finance offerings, and mindfulness programs.
• Commitment to diversity, inclusion, and reasonable accommodations during recruitment.