Customer Service Specialist - 6 Months FTC- 100% Remote

Zopa

London, GB
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/06/2021
  • 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
 
We’re empowering people to FeelGood about their money.
 
We’ve been on this journey since 2004, when we built the first ever peer-to-peer lending company to give people access to simpler, better-value loans and investments. When it comes to money, we think everyone deserves a fair deal, so since we launched, we’ve helped hundreds of thousands of customers to take the stress out of money by building our business on honesty, transparency and trust.
 
Our journey’s always evolving, and we’ve just launched a bank. But a different type of bank – one that empowers its customers to take control of their finances and FeelGood about their money.
 
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 6-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 exciting new product Credit Cards!
 
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! 😊  

This role is 100% remote UK based role.
 
A day in the life:

        Answer inbound contact from potential and existing customers via telephone, live chat and email
        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-10pm.  If you’re offered one of our positions (whoop!) you'll work 100% remotely and there will be no requirement to come into the office. Training and onboarding will be 100% remote.
 
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!

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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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.