Customer Operations Specialist (Fintech)

TL;DR

Customer Operations Specialist (Fintech): Delivering high-quality customer and financial support for hirify.global products with an accent on resolving complex queries and empathetic communication. Focus on taking end-to-end ownership of customer enquiries and providing feedback to improve AI-driven customer journeys.

Location: Hybrid (Chatham, UK) — on-site three days a week

Company

hirify.global is a fintech unicorn building technology to help people get credit and save money, operating in the UK and US markets.

What you will do

• Handle a full spectrum of customer service and financial support queries across multiple channels.
• Manage end-to-end customer interactions, ensuring effective resolution or appropriate escalation.
• Identify process gaps or recurring issues and communicate them to relevant teams for improvement.
• Utilize AI and digital tools to streamline interactions and increase service accuracy.
• Provide actionable feedback from frontline experience to enhance AI systems and training resources.

Requirements

• Previous experience in a contact centre environment, specifically within financial services.
• Proven ability to handle complex financial queries and support customers in vulnerable situations.
• Strong communication, rapport-building, and conflict resolution skills.
• Proficiency with digital tools and an openness to adopting AI-driven platforms.
• Must be based in or able to commute to the Chatham office three days a week and work two weekends per month.

Culture & Benefits

• Company equity sharing to participate in the company's financial success.
• Comprehensive private medical and dental insurance from day one.
• Annual performance bonus of up to £4,000.
• Graduated holiday allowance starting at 25 days, increasing with loyalty.
• Employee discounts via Reward Gateway and dedicated team social budgets.

Hiring process

• Talent screening call to discuss experience and expectations.
• Short online cognitive assessment for problem-solving styles.
• Onsite interview in Chatham, including an optional live call-listening session.