Call Center Representative (Fintech)

TL;DR

Call Center Representative (Digital Banking): Handling incoming customer calls, providing product information, and managing account opening and servicing with an accent on exceptional customer service and rapport building. Focus on resolving escalated issues, maintaining compliance policies, and meeting performance metrics in a fast-paced environment.

Location: Onsite in Birmingham, West Midlands, UK

Company

Marcus by hirify.global is a digital consumer banking business providing online savings products directly to individual consumers.

What you will do

• Answer incoming calls to provide product information and account servicing.
• Resolve customer service issues and handle escalated inquiries according to procedures.
• Support account maintenance, including application review, money movement, and complaint handling.
• Document all service interactions following compliance and established policies.
• Meet quality and productivity goals based on call recordings and case auditing.
• Identify and report new risks or issues to leadership.

Requirements

• Experience in retail banking or a similar customer service environment.
• Strong interpersonal, communication, and problem-solving skills.
• Ability to work independently and collaborate within a team.
• High energy levels and a detail-oriented approach.
• Ability to work alternative shift patterns between 8am and 8pm, 5 days per week.

Culture & Benefits

• Comprehensive training and professional development opportunities.
• Access to firmwide networks, wellness programs, and personal finance offerings.
• Strong commitment to diversity, inclusion, and reasonable accommodations.
• Supportive team-oriented environment within a leading global investment firm.