Customer Service Specialist (Fintech)

Location: Hybrid in Milton Keynes, Buckinghamshire; three days per week in the Central Milton Keynes office and two days working from home

Salary: £30,000 per year, plus a monthly performance bonus of up to 20%

Company

hirify.global is a UK fintech using AI and Open Banking data to provide fair, affordable personal finance and consumer lending.

What you will do

• Support customers throughout the lending journey, from loan applications and account queries to repayment arrangements during financial difficulty.
• Handle and resolve complex customer queries and complaints across telephony, email, and other communication channels.
• Provide tailored support, manage expectations, and communicate effectively with customers and internal stakeholders.
• Support vulnerable customers and customers experiencing financial difficulty.
• Identify operational problems, suggest solutions, and help eliminate process waste.
• Contribute to process improvements and support other areas of the business when required.

Requirements

• At least two years of customer service experience in financial services, preferably in personal loans or consumer lending.
• Knowledge of the financial services industry and regulations, including FCA guidelines and KYC/TCF principles.
• Experience logging, investigating, and resolving complaints and handling difficult conversations.
• Excellent communication, customer service, computer literacy, attention to detail, and accuracy.
• Experience with multi-channel customer support; telephony and email communication experience is essential.
• Ability to work independently and under pressure, adapt to changing requirements, take initiative, and improve processes.

Nice to have

• Experience supporting vulnerable customers and customers experiencing financial difficulty.
• Experience in personal loans or broader consumer lending.

Culture & Benefits

• Equity participation in the company.
• 25 days of annual leave plus eight bank holidays.
• Two paid volunteering days per year.
• One month of paid sabbatical after four years.
• Employee loan and free gym membership through WellHub.
• Team wellness budget for shared activities such as yoga, tennis, or bouldering.