Customer Service Specialist - Remote

Zopa

London, GB
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Open Finance
  • Post Date: 10/12/2021
  • Website: zopa.com
  • Company Address: 461 Bush Street, San Francisco, CA, 94108

About Zopa

We give our customers a fair deal as standard and our products are built so that we win when you win. We have handy tools to get stuff done and helpful people always at the end of a phone – meaning managing your money is no sweat. We’re built for the future and evolve as quickly as possible, we’ll always listen to what you want, and do our best to change to meet your needs.

We’ve built a bank. But we’re a FeelGood money company at heart.

Job Description

Our Story
 
Hello there. We’re Zopa.
 
Our diverse team is united in their mission of creating simple, fair and honest financial products that have the customer’s needs at their heart. We’re proud that this dedication is reflected in our excellent rating on TrustPilot.
 
We’ve always been unapologetically honest with our customers, and value the same in return. Their feedback helps us shape what we build, so we can provide a bank fit for today, and for the future.
 
We’re not the new kids on the block though - we’ve been a pioneering force in finance for 16 years. In 2005, we built the first ever peer-to-peer (P2P) lending company, giving our customers access to loans built for real-life and intelligent investments backed by cutting-edge tech. In 2020, we launched Zopa Bank, meaning we could offer more – like fixed term savings backed by FSCS protection and a credit card to help customers take control of their finances.
 
Today, our bank and our P2P business run alongside each other, with the same ethos and the same mission. We’ve lent out over £6 billion and are proud to have made money work better for over half a million people across the UK, whether they were looking to borrow, save or invest.
 
If you embrace being challenged beyond the norm, aren’t afraid to think differently and are motivated by working somewhere you can really make an impact, you’ll love life here at Zopa.­

Our excellent customer service and the great rates we offer have won us loads of awards. Money Supermarket named us their 'Best Personal Loans Provider' and we were voted 'Most Trusted Loan Provider' for the 7th consecutive year by consumers in the Moneywise Customer Service Awards, as well as 'Most Trusted P2P Platform'.
 
Not surprisingly, we're obviously pretty proud of our customer service team and the amazing offering they provide to our customers.  So, as we continue to grow our product suit, we're looking for equally enthusiastic customer service whizzes, to join our team on a 4-month Fixed Term Contract.
 
As a Customer Service Specialist, you’ll be on the front line, interacting with both prospective and existing customers daily via Phone, Email and Live Chat, helping to solve queries regarding new loan applications, existing loan management as well as our Credit Card and Savings products!
 
We’re looking for natural problem-solvers with the ability to relay information clearly to ensure the best possible customer experience. This is an excellent opportunity for someone with customer service experience in a financial services environment paired with a real passion for providing a first-rate customer journey to come in and hit the ground running! 😊  

A day in the life:

Answer inbound contact from potential and existing customers via telephone, live chat and email
Where required, build relationships and trust with new and existing Investors.
Build relationships with customers, demonstrating a clear understanding of their needs. Going the extra mile to provide resolutions and mitigate complaints
Provide customers with information on products, services and processes
Resolve any customer queries and update systems and accounts accordingly
Action customer requests. For example - taking payments, settlement figures, change of personal details, change DD details
Administration duties such as customer letters, other departmental requests on customers’ accounts, customer call backs, KYC

About you:

We’re looking for great communication skills, experience in customer services gained within financial services, the ability to demonstrate initiative and the ability to manage administration tasks accurately whilst providing a high level of customer service
You’ll have experience of dealing with all types of Credit Card enquiries
You’ll understand the importance of treating customers fairly and hold a track record for going the extra mile to ensure that the customer feels valued
You’ll have the confidence, patience and flexibility necessary to connect with a wide range of people and adapt effectively in a fast-paced environment.
You’re able to think on your feet and communicate effectively, asking clarifying questions and offering simple explanations to complex issues
Alongside your natural rapport-building talents, you are a fast learner with an exceptionally high attention to detail and can adapt efficiently to new concepts and systems.
You look forward to contributing positively to the team dynamic and hitting the ground running in true Zopian style

Onboarding & Shifts:
 
This role operates a shift pattern covering 5 days a week over 37.5 hours through Monday to Sunday covering the hours of 8am-8pm Monday - Friday and 9am - 5:30pm Saturday and Sunday.  

This is a fully remote role for at least the next 4 months.

Equipment
 
All your technology you’ll need to do you role will be provided via courier to you, plus tonnes of Zopa merch to create your “Zopa at home”!
 
Watch our video here on Customer Operations at Zopa!

Flexible working? Yes please!

We’re currently piloting a new flexible working scheme. This means that whether you want to come into our open-plan, riverside London Bridge office or work from the comfort of your own home (or both!), you’ll be able to decide on an approach with your manager, looking at what works best for you, your role and your team.

Not only that – the new model also includes the option of working from abroad for up to 90 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

Subject to having the right to work in the country of choice

To thrive here, you’ll need to:
 
Champion our customers. Whatever your role, you’ll be close to our customers. We care passionately about doing the best for them.
 
Help us make fearless choices. Our environment is fast-paced, agile and open. You’ll solve interesting and challenging problems, and be trusted and empowered to bring your ideas to life.
 
Walk the talk. Like us, you’ll be honest, stick to your promises and face the tough moments head-on.
 
Win smarter. You’ll be always on the lookout for a better way of doing things, going beyond ‘good enough’ and welcoming different points of view.
 
Be in it together. You’ll join an ambitious, diverse and all-round approachable team with a mix of ideas and talents who inspire each other to be better every day.

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to great products and unique company culture. We simply can’t expect to empower our customers to better manage their money without challenging the current status quo. Creating the best place for money is no easy task, which is why we need talent from all walks of life.

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