Customer Service Investment Specialist


London, GB
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Open Finance
  • Post Date: 10/12/2021
  • Website:
  • 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.­

Zopa has built a team that is delivering outstanding growth. As part of our expansion into savings products, we are looking for a talented Customer Service Specialist to join us in ensuring the best possible experience for our P2P Investors and Zopa Bank Savers.  
Your role as a Customer Service Specialist within Investment and Savings, is to engage with new and existing clients daily via telephone, chat, and email. With a clear-cut and thorough approach, you will help our lenders and savers to understand our products and ensure that their accounts are set up correctly. You will be building rapport with our clients on a daily basis and gathering feedback in order to provide Zopa with a consistent insight into to what lenders and savers would like from Zopa and what they like or dislike about our product offerings.

We would like all training to be done in the office - we are opening to flexible working once training is complete.
A day in the life:

        Consistently build relationships and trust with new and existing lenders
        You will be in it together and assist with answering calls on our borrower line should this be needed
        Whether you are helping new lenders with the account opening process or educating on product offerings and services, you will be passionate about improving the overall lending experience
        A quick-thinking problem solver, you will identify issues encountered by our lenders and offer simple explanations and solutions
        You will manage your diary effectively, promptly following up with calls and emails
        You will remain flexible to perform ad-hoc tasks as and when required by the business
        You will attend frequent meetings with Management in order to provide consistent insight into what's working and what lenders would like

About you:

        You will be a Customer Champion and understand the importance of treating customers fairly. You will hold a track record for going the extra mile in order to ensure that the customer feels valued
        You have the confidence, patience and flexibility necessary to connect with a wide range of people and adapt effectively in a fast-paced environment
        You are capable of thinking on your feet and communicating 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, able to adapt efficiently to new concepts and systems
        You are energetic and driven, able to work with minimum supervision
        You are always striving to better yourself, focused on growing a rewarding career within client services
        You look forward to contributing positively to the team dynamic and hitting the ground running, true Zopian style
        Previous experience working in a similar role would be ideal
        You will be confident in Excel, educated to at least A-Level standard & hold a grade C or above in Maths and English GCSE


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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