Customer Support (Fintech)

TL;DR

Customer Support (Fintech): Supporting customers through various channels including in-branch and remote telephony with an accent on vulnerable customer care and digital banking adoption. Focus on resolving fraud concerns, managing bereavement support, and transitioning service delivery from physical branches to a remote environment.

Location: Must be based in Manchester for the first 9 months (working in branch), transitioning to remote work from home thereafter.

Salary: £18,340 increasing to £18,865 after 6 months

Company

A leading UK financial services group focused on rebooting iconic banking and building the future of finance.

What you will do

• Support customers side-by-side in Lloyds and Halifax branches for an initial period of up to 9 months.
• Transition to a remote home-working role handling inbound calls, social media, web-chat, and remote video appointments.
• Provide critical guidance and reassurance for sensitive situations, including bereavement and fraud concerns.
• Assist vulnerable customers and build their confidence in using digital banking tools independently.
• Promote banking products and services by recognizing opportunities to connect customers with the right solutions.

Requirements

• Minimum of 12 months of customer service experience.
• Must have a suitable home working environment including a private area for calls and a stable, secure Wi-Fi connection.
• Strong interpersonal skills and a passion for helping people.
• Commitment to delivering on promises and providing exceptional customer service.

Culture & Benefits

• Generous pension contribution of up to 15%.
• Annual performance-related bonus.
• Private medical benefit provided by BUPA.
• 22 days’ holiday (pro-rated) plus bank holidays.
• Share schemes and lifestyle-adaptable benefits such as discounted shopping.
• Full uniform provided for the branch-based period.