Customer Service Specialist (Fintech)

TL;DR

Customer Service Specialist (Fintech): Managing complex customer interactions and supporting point-of-sale operations with an accent on maintaining high service quality and meeting established SLAs. Focus on resolving intricate banking queries, acting as an escalation point for stakeholders, and driving continuous improvement in customer service journeys.

Location: Must be based in Manchester and able to attend the office 3 days per week

Company

A digital bank dedicated to redefining finance by putting customers at the center of banking through transparent and innovative products.

What you will do

• Handle inbound and outbound interactions via phone, chat, and email to resolve banking queries.
• Serve as an escalation point for complex issues from front-line teams and internal stakeholders.
• Ensure service levels and quality standards are consistently met for point-of-sale products.
• Collaborate with internal teams to advocate for customer needs and improve service delivery.
• Promote digital self-service tools to help customers navigate mobile and online banking.
• Support continuous improvement initiatives for service processes and customer journeys.

Requirements

• Must be based in or able to commute to Manchester for 3 days of office work per week.
• Proven experience delivering exceptional support via telephony, chat, and social platforms.
• Ability to work in fast-paced, high-pressure environments while managing multiple priorities.
• Strong organizational skills and attention to detail for accurate service output.
• Excellent communication and interpersonal abilities.
• Proficiency in standard office applications like Outlook, Word, and Excel.

Nice to have

• Experience within the financial services or FinTech industry.
• Familiarity with FCA regulations and industry compliance.
• Knowledge of Point of Sale (POS) systems or Buy Now Pay Later (BNPL) products.

Culture & Benefits

• Hybrid working model with a focus on face-to-face collaboration.
• Option to work from abroad for up to 120 days per year.
• Dog-friendly office environment.
• Focus on work-life balance and flexible working policies.
• Commitment to diversity, equity, and inclusion with active internal forums.