Customer Service Specialist (Fintech)

TL;DR

Customer Service Specialist (Fintech): Providing high-quality support to banking customers across multiple channels with an accent on first-call resolution and complex query management. Focus on delivering personalized solutions, improving service processes, and ensuring an exceptional end-to-end customer experience in a fast-paced environment.

Location: Must be based in or able to commute to Manchester, UK (Hybrid role: 3 days in office/week).

Company

hirify.global is a digital bank dedicated to redefining finance by putting customers at the heart of their services, recognized as one of the UK’s most loved workplaces.

What you will do

• Manage high-volume customer interactions across phone, live chat, and email.
• Resolve complex banking queries and provide first-call resolution.
• Investigate customer issues, liaise with internal teams, and ensure timely resolution within SLAs.
• Advocate for customer needs and contribute to process and service improvement initiatives.
• Provide personalized banking solutions based on individual customer circumstances.
• Support customers in navigating digital banking features, including the online platform and mobile app.

Requirements

• Proven experience in customer service within the financial services or banking sector.
• Strong expertise in managing customer support via telephony, chat, and email in a fast-paced environment.
• Excellent communication and team-collaboration skills.
• High level of accuracy, proactivity, and ability to handle changing priorities.
• Must have the legal right to work in the UK.
• Commitment to goal-oriented performance and maintaining high customer satisfaction.

Culture & Benefits

• Hybrid work model with mandatory office attendance 3 days per week in Manchester.
• Option to work from abroad for up to 120 days per year (subject to right-to-work).
• Supportive, diverse, and inclusive team culture spanning nearly 50 nationalities.
• Focus on work-life balance and flexible working arrangements.
• Dog-friendly office environment.