Financial Support Agent

TL;DR

Financial Support Agent: Handling customer interactions via telephony, email, and live chat to provide affordable and sustainable financial solutions. Focus on managing vulnerable customers, ensuring quality standards, and improving processes for better customer outcomes.

Location: Hybrid in Chatham, Kent, UK with remote work allowed on Mondays and Fridays

Salary: £28,000 - £32,000 per year plus equity

Company

hirify.global is a profitable fintech startup founded in 2014, valued at £3.5bn, focused on building technology to help people get credit and save money in the UK and US markets.

What you will do

• Handle customer queries via voice and non-voice channels ensuring high quality and adherence to policies
• Support customers experiencing financial difficulties and identify appropriate solutions
• Embed processes and procedures to improve customer outcomes and quality standards
• Identify and escalate risks and opportunities for product and process improvements
• Meet individual and team performance targets
• Signpost vulnerable customers to relevant third-party support and charities

Requirements

• Location: Must be based in or near Chatham, Kent, UK
• Minimum 6 months financial support or collections experience preferred
• Experience in customer-facing roles essential
• Strong communication and prioritization skills
• Resilience and calmness in difficult situations
• Ability to adapt communication to individual customer needs

Culture & Benefits

• Hybrid work with remote Mondays and Fridays
• Equity and competitive salary
• Private health insurance coverage
• Fully stocked kitchen on office days
• Supportive and inclusive work environment

Hiring process

• 30-minute remote interview with Talent team
• 1-hour remote interview with Team Leader