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Customer Service Associate - Fintech Challenger

Customer Service Associate - Fintech Challenger

Posted 18 October 2021 by Evermore Global
Easy Apply Ended

Customer Service Associate - Fintech Challenger:

  • Permanent.
  • Remote first approach (Client HQ based in London).
  • circa £24k-£25k plus (neg on experience) + excellent package.

Company and role for Customer Service Associate - Fintech Challenger:

Our client provides instant and effortless access to cryptocurrencies with payment services including a debit card and peer-to-peer payments.

You will join a fast-paced rising fintech scale-up, that has raised over $14 million in their last crowdfunding campaign. They are now on the next part of the journey as they are embarking on their Series A round.

The Customer Operations Team is dedicated to providing world class customer service to our rapidly growing customer base across the UK and as we move into Europe in 2021.

The successful individual will be the voice of the company working across various contact channels including email, chat, phone and social media. They will shape what great looks like, define processes and constantly seek the best outcome for our customers.

As a result, they are looking for individuals who are incredibly passionate about customer service and keen to work in a fast paced and rapid growth start up.

Responsibilities for Customer Service Associate - Fintech Challenger:

What will you be doing?

  • Providing exceptional service to our customers via a variety of channels including email, chat, phone, and social media.
  • Educating and supporting customers in how to get the best out of their customer account and resolving any issues they may have.
  • Handling multiple queries at the same time, ensuring that each customer receives a personalised response.
  • Taking ownership of each customer query, liaising with other departments and ensuring each customer issue is resolved entirely.
  • Become an expert in every aspect of our product and the company.
  • Advocate for our customers by identifying areas of improvement within the customer experience or internal processes.
  • Identifying vulnerable customers and supporting them in line with our processes.
  • Adhere to the regulations and best practises of an FCA regulated Electronic Money Institutions.
  • Identify and log complaints inline with internal and regulatory processes.
  • Working closely with our Financial Crime team to help spot trends and escalate unusual customer activity and queries.

Requirements and experience for Customer Service Associate - Fintech Challenger:

Who are you?

  • Passionate about customers and providing a great service.
  • A solutions focused approach to handling customer queries with the ability to demonstrate active listening skills, empathy, compassion and a positive attitude.
  • Able to work independently taking ownership and accountability of challenges and workload
  • High standard of written and verbal communication in line with the company tone of voice.
  • Someone who can explain complex concepts in easy to understand language - in writing and over the phone.
  • Understanding of FCA requirement of treating customers fairly including those who are vulnerable.
  • Understands the importance of keep confidential records and financial information private and secure.
  • Ready to accept the challenge and opportunities that comes with working for a startup.

The 'nice to haves’!

  • An understanding of the FCA DISP rules and complaint handling guidelines.
  • From a financial services customer service background with an understanding of payments and cards.
  • Knowledge of cryptocurrency.

Benefits

  • Possibility of stock options.
  • 33 days holiday.
  • Subsidised healthcare protection.
  • Working with a great team and the opportunity to help shape company culture.

Required skills

  • Customer Services
  • Empathy
  • Financial Services
  • Scale-up
  • Payment Services

Reference: 44404333

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