Customer Service Specialist (Fintech)

TL;DR

Customer Service Specialist (Fintech): Managing high-volume customer interactions across telephony, chat, and email for a digital bank with an accent on first-call resolution and personalized banking solutions. Focus on resolving complex queries, improving service processes, and ensuring high-standard SLA compliance.

Location: Hybrid: Must be based in Manchester, UK (Office attendance required Monday to Wednesday).

Company

A digital bank redefining finance by putting people front and center to move finance forward.

What you will do

• Handle high-volume customer interactions via calls, live chat, and email.
• Resolve day-to-day banking needs and complex queries on the first call.
• Investigate customer issues and escalate them to relevant parties when necessary.
• Ensure service levels (SLA) are met with high standards of accuracy.
• Collaborate with internal teams to advocate for customers and improve processes.
• Provide personalized solutions based on customers' individual circumstances.

Requirements

• Experience in customer service within banking or financial services.
• Proficiency in delivering support across multiple channels (telephony, chat, email) in a fast-paced contact center.
• Excellent communication skills and ability to work effectively in a team.
• Capability to maintain high accuracy and adaptability to changing priorities.
• Expertise in digital communications and assisting customers with mobile apps and online banking.
• Must have the right to work in the UK.

Culture & Benefits

• Hybrid work model with a dog-friendly office in Manchester.
• Option to work from abroad for up to 120 days per year, subject to work authorization.
• Flexible ways of working to ensure a healthy work-life balance.
• Time off in lieu provided for bank holidays worked.