Customer Service Specialist (Fintech)

TL;DR

Customer Service Specialist (Fintech): Managing high-volume customer interactions across telephony, chat, and email to resolve banking queries with an accent on first-call resolution and customer experience. Focus on investigating complex banking issues, advocating for customers internally, and optimizing digital service journeys.

Location: Hybrid: Must be based in Manchester, UK (Office presence required Monday - Wednesday)

Company

A modern bank redefining finance by putting people at the center of its banking services.

What you will do

• Handle high volumes of customer inquiries via phone, live chat, and email.
• Resolve day-to-day banking needs and complex queries, aiming for first-call resolution.
• Investigate customer issues and escalate them to relevant parties when necessary.
• Ensure service levels (SLAs) are met with high accuracy and quality.
• Contribute to initiatives that improve customer service processes and procedures.
• Collaborate with internal teams to advocate for better customer outcomes.

Requirements

• Experience in customer service within the banking or financial services sector.
• Proven ability to work in a fast-paced contact center environment.
• Excellent communication skills and ability to work collaboratively.
• High level of accuracy and adaptability to changing priorities.
• Expertise in digital communication tools and mobile banking apps.

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 right to work).
• Commitment to diversity, equity, and inclusion with a global team.
• Work-life balance focus with time off in lieu for bank holidays worked.