Cx Agent

Curve was founded with a rebellious spirit and a lofty vision; to simplify and unify your finances, so you can focus on what matters most in life.

That’s why Curve puts your finances simply at your fingertips, so you can make smarter choices on how to spend, send, see and save your money. We help you control your financial life, so you can focus on life.

With Curve you can manage all of your accounts, track your spend, see unique insights - all with additional security to help keep your money safe. Curve gives you a single, delightful access point for everything money for the first time.

We’re developing a ground-breaking product by putting our customers at the heart. We have funding from some of the biggest names in investing and a visionary C-suite who are committed to the professional development of everyone who joins this remarkable adventure.

**Welcome to Curve: on a mission to help you live financially free.**

**Role Purpose**:
Our CX Mission: To do everything possible to empower customers to unlock the full potential of Curve by offering an honest, personalised experience and advocating for their needs.

**Key responsibilities**:

- You'll keep on top of changes to processes and product features by reading through the latest updates to ensure accountability to our customers.
- You will have a minimum of one 'on-call' shift per week where you'll speak to customers who get in touch over the phone.
- You'll be on the lookout for ways to improve the overall customer experience and also pass on feedback to the product team to improve the product itself.
- You'll complete investigative work on customers' accounts, help troubleshoot their problems and escalate to the relevant teams where necessary.
- We have a collaborative culture so you’ll be expected to be a team player and be able to build strong relationships.

**Requirements**:

- Your Customer service background could come from any industry - what we care about is the ability to understand what great customer service looks like and obsess about the customer
- Financial services experience is not essential - an enthusiasm to change the way people interact with finance is
- At least one year of phone experience (preferred).
- We’ve developed a groundbreaking product and no two days at Curve are ever the same - as such, you should enjoy a challenge and enjoy taking complete ownership of your work.
- You’re able to recognise and get to the root cause of a customer’s problem, and adjust your tone to fit the situation.
- Comfortable speaking to customers through whatever platform they choose to reach out from - we encourage our agents to pick up the phone
- Be excited to learn everything you can about a complex ground-breaking product, from payment processing to fraud, from financial regulations to brand and marketing, and everything in between.
- Be collaborative in everything you do and not be afraid to ask for help.
- Strong problem-solving skills and resilience. Because we deal with people’s finances there is a lot expected from us if something goes wrong
- Excellent written and verbal communication skills.

**CX shift pattern**:As a CX team, we provide support round the year between 8am-8pm for our customers. As a result we work rotating shift patterns of 8am - 5pm or 9am - 6pm. There will also be one shift a week from 11am - 8pm. You will be expected to work 40 hours per week on an allocated shift between Monday - Sunday, with an average of 1 full weekend and one weekend day per calendar month.

We also operate a hybrid working model, requiring you to work from our vibrant office in Bristol 3 days a week.

**Benefits**:
**Curve Life**:

- Competitive salary with employee share options package.
- Free Curve Metal subscription for you and +1

**Get Smarter**:

- 10 days per year for training and conferences

**Health and Wellbeing**:

- Life insurance
- Global work abroad policy
- Health care cash plan
- Life coaching
- EAP services
- 24/7 GP access
- Annual subscriptions to Calm & FIIT for your mind and body
- Discounted gym membership.
- Ride to work scheme
- Electric car scheme
- Nutritionist access
- Discounted shopping vouchers
- Season ticket loan
- Bonus days off for your birthday, moving house and Christmas
- Six nights of Night Nanny for new parents