Customer Service Specialist (Fintech)

TL;DR

Customer Service Specialist (Fintech): Delivering high-quality general and financial support for credit products with an accent on resolving complex customer queries and utilizing AI-driven tools. Focus on end-to-end ownership of customer interactions and providing actionable insights to improve automated customer journeys.

Location: Hybrid (Must be based in Chatham, UK; on-site three days a week)

Company

hirify.global is a fintech unicorn building world-class technology to help people access credit and save money.

What you will do

• Deliver exceptional support for designated products, handling a spectrum of customer service and financial support queries across multiple channels.
• Take end-to-end ownership of interactions, ensuring resolution or appropriate escalation, especially for customers in financial difficulty.
• Use AI and digital tools to streamline interactions and deliver faster, more accurate service.
• Provide actionable feedback from frontline experiences to enhance knowledge bases and AI systems.
• Meet and exceed KPIs related to customer satisfaction, quality, and compliance.

Requirements

• Previous experience in a contact center environment, specifically within financial services.
• Demonstrated ability to handle complex queries with empathy, accuracy, and ownership.
• Strong communication, rapport-building, and conflict resolution skills.
• Proficiency in using digital tools and adopting AI-driven platforms.
• Must be based in or be able to work from the Chatham office (on-site 3 days/week).

Culture & Benefits

• Generous leave: 25 days of holiday starting, increasing up to 27 days based on loyalty.
• Financial incentives: Company equity and an annual performance bonus up to £4,000.
• Health: Comprehensive private medical and dental insurance from day one.
• Work-life balance: Remote work available every Monday and Friday, with days in lieu for weekend shifts.
• Perks: Exclusive employee discounts via Reward Gateway and regular team social events.

Hiring process

• Talent Screening Call to discuss experience and expectations.
• Online Cognitive Assessment to evaluate problem-solving style.
• Onsite Interview at the Chatham office, including an optional live call-listening session.