Customer Operations Coordinator

7 months ago

Skipton, United Kingdom Solaris Full time

Solaris is Europe’s leading embedded finance platform empowering the future of financial services. As a tech company, we enable businesses to easily provide trusted and innovative financial experiences to their customers. Through smart APIs, our partners can embed financial services quickly and compliantly into their own product offerings.

We love what we do and we love our team. We are 750 people from over 60 nationalities - a unique blend of techies, fintech enthusiasts, bankers and entrepreneurs from various industries. Our routines are built around genuinely valuing and exchanging different perspectives as well as actively sharing knowledge as we drive our business as a team. We believe and invest in personal growth.

**Job Overview**:
The Customer Operations Coordinator will provide vital administrative support for the Customer Operations Function.

They will also be responsible for reviewing a variety of documents ensuring that the information matches up with the core customer management system, passing them on to the relevant stakeholders and managing the end-to-end journey of those documents, such as Chargeback requests and Recall requests helping to ensure fair customer outcomes are achieved.

There will also be elements of the role which will help clients with core tasks such and processing returned to sender cards and owning the life cycle from receiving the card in Skipton to disposal in line with internal procedures and where needed providing details reports of returned cards to both internal and external stakeholders.

The Customer Operations Coordinator will also be responsible for managing and responding to customer request relating to GDPR (such as Rights to Erasure and Rights to Access)

Building relationships with external stakeholders such as the post office and service providers, working closely with the Skipton Office Coordinator to help ensure the office if fully stocked with all equipment and that colleagues have access to the equipment they need.

We have talented teams across all our functions, and we are always interested in talking to more talented people who want to be a part of this journey.

**Your Role**:

- Overall management of the Skipton Office postal needs.
- Processing of returned cards
- Customer Operations stationery orders
- Reviewing and raising chargebacks to ensure legitimate claims are made
- Managing customer recalls end to end
- Working bulk files for customer accounts e.g., closures
- Responding to and liaising with external parties on general requests
- Monthly management of the Customer Operations expenses account
- Complete KYC verification checks on new and existing accounts (where needed)
- Complete reviews over a number of different admin tasks (e.g. deceased notifications, rewards queries and Unrecognised account closures) (Where needed)
- Responsible for reviewing and responding to all GDPR requests.
- Manage APP queries end to end.

**We'd Love to See**:

- Educated to GCSE standard, including mathematics & English
- PC literate in Microsoft Office Applications, such as MS Word and Excel
- Experience of Data Entry within system databases
- Proven ability to achieve agreed Key Performance Indicators and Service Level Agreements
- Problem solving and time management skills
- Ability to pay attention to detail
- Ability to work as part of a team and on own initiative
- Ability to work under pressure and within tight deadlines
- Excellent communication & customer service skills, both written and verbal, at all levels
- Excellent organisational skills
- The ability to inform and explain in a way that is easily understood by the recipient
- Observe the terms of the DPA & the Company’s registration under the act
- Observe the routines outlined in the Company’s operations manual & staff handbook
- To undergo training as necessary in all aspects of the systems, products and regulations
- Maintain absolute Company & client confidentiality at all times
- Ability to review situations with an independent view
- Previous experience working with complaints or vulnerable customers (desired)

**Why Work at Solaris?**
- We seek out and hire only exceptional talent, and therefore recognise that each individual brings value and contribution which has made us who we are today.
- We have a tech stack to be proud of and a working environment framed by our values and behaviours.
- We are passionate people who share a common vision, can think big, and thrive on delivering results.
- We value diversity of thought and expect that you bring all of you to work; your passion, creativity and ideas on how we can be the best in the space that we operate in.
- In return we will help you to be the very best that you can, we will support with development, give you opportunities to get involved in key projects and offer exposure to challenges that you may not get in a larger organisation.

**Benefits**:

- 25 days annual leave
- Birthday Policy
- Yearly Performance Bonus
- EAP
- E

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