Offer summary

Qualifications:

Experience in a customer-facing role, preferably in banking or financial services., Excellent written English skills., Willingness to learn and understand FCA regulatory framework., Ability to work remotely and collaborate with a team..

Key responsibilities:

Respond to customer queries via online platforms in a timely manner.

Manage customer issues end-to-end with a focus on resolution.

Maintain accurate records of customer interactions.

Contribute to a positive customer experience and meet performance targets.

Job description

At Monese, we are breaking down boundaries every day to help you build a better future.

As the digital alternative to banks, we are empowering people all over the world through our award-winning financial products – We have helped millions of customers revolutionise the way they live their lives in a global world.

We are backed by the best of the best, with over $200+m funding to date from market experts such as HSBC, Kinnevik, Investec and PayPal.

We want people with passion and dedication to help us go the distance and support our ambition to change lives.

About the role:

Responding to non-voice customer queries in a timely, efficient and qualitative manner all
while complying with any regulatory or partner-specific standards. In addition, working
toward a positive social media presence.
Despite being remotely based, in return we offer a close-knit family feel environment,
where we work together collaboratively in the interests of the business and our aims and
goals. As a scale up business, it’s an exciting ever-changing environment perfect for an
ambitious person looking to develop and grow in a diverse and inclusive environment.

What you’ll be doing:

As part of a team, operating with work queues, prioritising and responding to deadlines
Typically responding to customers via a range of online platforms
Take ownership of a customer query or issue, with end to end management and ‘one call’ resolution
Finding effective and efficient solutions to meet and exceed customer needs
Cross departmental collaboration to resolve the query
Meet and exceed both internal SLAs for customer responses as well as any regulatory expectation
Ensure accurate records for all customer dialogue
Fostering a positive customer experience
Accustomed to working in a target/KPI driven environment.

What we are looking for:

Experience in a customer facing role, ideally within banking or financial services
Excellent written English skills are essential
Willingness to learn and/or have some knowledge or understanding of the FCA’s
regulatory framework
Capable and willing to be in a remotely based team whilst still able to collaborate with others.

Required profile