Customer Service Specialist (Fintech)

TL;DR

Customer Service Specialist (Fintech): Managing high-volume customer interactions via calls, chat, and email for a digital bank with an accent on first-call resolution and exceptional customer experience. Focus on resolving complex banking queries, improving service processes, and advocating for customers within the organization.

Location: Hybrid (Must be based in Manchester, UK; office attendance required Monday-Wednesday)

Company

Zopa is a digital bank redefining finance by putting people at the center of its banking experience.

What you will do

• Handle high volumes of customer calls, live chats, and emails across a range of banking products.
• Resolve complex queries and aim for first-call resolution to ensure an exceptional customer experience.
• Investigate customer issues, coordinate with relevant parties, and ensure compliance with SLAs.
• Collaborate with internal teams to advocate for customer needs and improvements.
• Contribute to initiatives that optimize customer service processes and procedures.
• Provide personalized solutions based on customers' unique personal circumstances.

Requirements

• Experience in customer service within financial services or banking.
• Proven ability to provide high-quality support via telephony, chat, and email in a fast-paced contact center.
• Strong communication skills and a collaborative team-player mindset.
• High level of accuracy and the ability to adapt to shifting priorities and customer demand.
• Expertise in digital communications and assisting customers with online banking and mobile apps.
• Must be able to work from the Manchester office 3 days a week (Monday-Wednesday).

Culture & Benefits

• Hybrid work model emphasizing face-to-face collaboration and work-life balance.
• Dog-friendly office environment in Manchester.
• Option to work from abroad for up to 120 days per year (subject to work authorization).
• Inclusive and diverse culture with employees from nearly 50 nationalities.
• Supportive environment with a dedicated DE&I forum.