Customer Support Specialist

April 16

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Kroo Bank

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Description

• Provide and maintain exceptionally high levels of customer service via live chat, email, phone and social media • Be the first port of call for customer complaints and concerns to make sure that they're treated fairly • Show proactiveness and ownership skills to solve customer problems • Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to serve them better • Identify customers who might be vulnerable and ensure we support them when needed • Work closely with our financial crime team to act as the first line of defence to help spot and investigate trends • Understand, prioritise and escalate customers' feedback and feature requests to the product team • Support other members in the Operations team by being a point of contact and mentoring new joiners

Requirements

• Has front line or back office banking experience • Has experience in customer service in the financial services industry • Is interested in how technology can improve people's lives • Enjoys the startup environment • Is customer focused • Has a high level of organisation • Has excellent written and verbal communication skills • Has a high level of empathy and the ability to connect with other people

Benefits

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday. • Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed. • Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time. • Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner. • Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up. • Learning and development: After 1 year of service, you'll have access to £500 from the Kroo Learning Fund to invest in your career development. • Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required. • Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Holborn, Central London, which includes a full gym. • Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme. • Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same. • Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families. • Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel. • You get full healthcare for you and your nuclear family via Vitality.