Front-Line Operations Agent (Fintech)

TL;DR

Front-Line Operations Agent (Fintech): Delivering high-quality customer service and financial support for credit products with an accent on resolving complex queries and optimizing AI-driven customer journeys. Focus on managing end-to-end customer interactions, ensuring regulatory compliance, and providing actionable feedback to enhance automated tools.

Location: Hybrid (Must be based in the UK; on-site 3 days a week in the Chatham office)

Company

hirify.global is a fintech unicorn developing advanced technology to help users access credit and save money through loans, credit cards, and car finance.

What you will do

• Deliver comprehensive support for designated products, handling both general service and intricate financial queries.
• Take end-to-end ownership of customer interactions from initial contact through to final resolution or escalation.
• Identify process gaps, blockers, or recurring issues to support the continuous improvement of AI and digital tools.
• Maintain high standards of data integrity and compliance while meeting KPIs for customer satisfaction and quality.
• Provide frontline insights to enhance training resources, knowledge bases, and AI system efficiency.

Requirements

• Previous experience in a contact center environment, specifically within financial services.
• Demonstrated ability to handle complex financial queries and support customers in vulnerable situations with empathy.
• Proficiency with digital tools and a willingness to adopt new AI-driven platforms.
• Strong communication, rapport-building, and conflict resolution skills.
• Must be able to work on-site in Chatham 3 days a week.
• Must be available to work two weekends per month.

Culture & Benefits

• Best-in-class compensation package, including equity.
• Hybrid work arrangement with the option to work from home every Monday and Friday.
• Private health insurance coverage for physical and mental well-being.
• Fully stocked office kitchen providing breakfast, lunch, snacks, and drinks.
• Inclusive and open workspace environment focused on diversity.

Hiring process

• 30-minute remote interview with the Talent team.
• 1-hour onsite interview with a Team Leader.