Kroo

Vulnerable Customer Support Specialist

Kroo

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Junior

About the role

  • **What you will be doing: ****
  • Interacting with and supporting our vulnerable customers
  • Taking ownership of customers vulnerabilities and escalating where necessary
  • Collate accurate MI and provide feedback and make recommendations to improve processes and workflows
  • Carry out regular root cause analysis to provide information on vulnerability data trends
  • Provide support, advice and guidance to other departments across the business
  • Helping to create a monthly Vulnerable Customer forum to deliver information to relevant areas of the business

Requirements

  • **We’re looking for someone who: **
  • At least 6 months experience in financial services
  • Previous work experience relating to the vulnerability sector
  • Knowledge of signposting to relevant charitable organisations
  • A brilliant eye for detail and an ability to handle complex issues
  • A desire to help customers who need further support
  • The ability to work independently, whilst part of a team, to deliver in a fast-paced work environment
  • The ability to meet deadlines in line with our vulnerable customer processes
  • Excellent written and verbal communication skills and a genuine commitment to exceptional customer service
Benefits
  • **What we offer:**
  • At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:
  • - 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.
  • - 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 Farringdon, Central London.
  • - 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
attention to detailproblem-solvingcustomer supportindependenceteamworktime managementcommunicationcommitment to customer service