Customer Service Specialist (Fintech)

TL;DR

Customer Service Specialist (Fintech): Handling customer interactions and resolving queries across banking products, primarily Point of Sale, with an accent on maintaining service quality and meeting SLAs. Focus on investigating complex issues, collaborating with internal teams, and supporting continuous improvement initiatives to enhance customer experience.

Location: Based in Manchester, with office attendance required 3 days per week.

Company

hirify.global is redefining finance by listening to customers and empowering them to aim high.

What you will do

• Handle inbound and outbound customer interactions via phone, chat, and email.
• Resolve customer queries across a range of banking products and services, primarily Point of Sale.
• Investigate and follow up on complex issues, escalating to relevant teams when necessary.
• Collaborate with internal teams to advocate for customers and enhance service delivery.
• Support continuous improvement initiatives across service processes and customer journeys.
• Promote digital self-service tools and guide customers through mobile and online banking.

Requirements

• Proven experience using telephony, chat, and social platforms to deliver exceptional customer service.
• Strong customer service focus with a customer-centric mindset.
• Comfortable working in fast-paced, high-pressure environments with frequent change.
• Excellent organisational skills with the ability to manage multiple priorities effectively.
• Strong written and verbal communication skills, coupled with confident interpersonal abilities.
• Proficient in Microsoft Office applications (Outlook, Word, Excel).

Nice to have

• Experience within the financial services industry.
• Familiarity with FCA regulations and industry compliance requirements.
• Exposure to banking operations and/or working within a FinTech environment.
• Understanding of Point of Sale (POS) systems or Buy Now Pay Later (BNPL) products.

Culture & Benefits

• Flexible ways of working with a hybrid role requiring 3 days a week in the Manchester office.
• Option of working from abroad for up to 120 days a year, subject to having the right to work in the country of choice.
• Dog-friendly office environment.
• A workplace free from discrimination with a diverse team of nearly 50 nationalities.
• DE&I forum made up of Zopians wanting to make a difference.