Customer Service Specialist (Fintech)

TL;DR

Customer Service Specialist (Fintech): Handling high-volume customer interactions via phone, chat, and email to resolve banking queries with an accent on first-call resolution and exceptional customer experience. Focus on investigating complex banking issues and advocating for customers to improve internal processes.

Location: Hybrid (Manchester). Must be in the office Monday to Wednesday

Company

hirify.global is a digital bank redefining finance by putting people front and centre to move finance forward.

What you will do

• Manage a high volume of customer calls and interactions via live chat and email.
• Resolve day-to-day banking needs and complex queries, ensuring first-call resolution.
• Investigate customer queries accurately and escalate to relevant parties when necessary.
• Ensure service demand is met within agreed Service Level Agreements (SLAs).
• Participate in initiatives to improve customer service processes and procedures.
• Collaborate with other teams to advocate on behalf of customers and provide personalized solutions.

Requirements

• Experience in customer service within financial services or banking.
• Proven ability to provide exceptional service across telephony, chat, and email in a fast-paced contact centre.
• Excellent communication skills and the ability to maintain high levels of accuracy.
• Adaptability to changing priorities and customer demand.
• Expertise in digital communications, including assisting customers with online banking and mobile apps.

Culture & Benefits

• Hybrid work model with 3 days per week in the Manchester office.
• Option to work from abroad for up to 120 days a year (subject to right to work).
• Dog-friendly office environment.
• Inclusive culture with a strong focus on diversity, equity, and inclusion.
• Commitment to a healthy work-life balance and flexible ways of working.