Customer Service Specialist (Hybrid)

August 29

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Zopa Bank

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We’re Zopa Bank. Credit Cards | Loans | Savings

Fintech • tech • finance • loans • savings

201 - 500

💰 Venture Round on 2023-02

Description

• Answer a high volume of calls and interact with customers over live chat and email • Deal with their day-to-day banking needs across a range of products and services, complex queries and provide a resolution on that first call • Accurately investigate customer queries, raising with relevant parties, and escalate where needed • Make sure service and customer demand is met to a high standard and within an agreed turn-around time - service level agreement (SLA) • Participate in initiatives that help improve our customer service, processes, and procedures • Liaise closely with other teams to advocate on behalf of customers • Listen to customers personal circumstances to understand their requirements and provide personalised solutions where possible and consistently deliver good customer outcomes

Requirements

• You have previous customer service experience in the financial services industry – more specifically in the Loans, Credit Card, Savings/ISAs area • You have previous customer service experience working with, and/or managing customer Current Accounts • You’ll provide an exceptional customer service across a range of channels (telephony, chat, email) whilst working in a fast-paced busy contact centre • You have excellent communication skills with the ability to work as part of a team • You have the ability to maintain high levels of accuracy • You are adaptable and have the ability to meet hanging priorities and customer demand • You’re highly motivated and committed to achieve success for you and for the customer • You are goal orientated and able to meet company goals to achieve important objectives • You’re proactive and have the initiative to create frictionless customer journeys • You take ownership for each customer, providing the best end to end experience to deliver the best customer outcome • You are an expert in digital comms, embracing & assisting customers digitally using their own device or our online banking and mobile App