Customer Experience Advisor

2 weeks 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**:
If you are passionate about making a positive difference in the lives of individuals who may not trust or are unable to use mainstream banking, we invite you to join our team and be part of our mission to empower financial well-being for all.

This role sits within our Customer Experience Team as part of the overall Customer Operations function.

The role holder will join our dynamic team at our contact centre, where we're dedicated to serving a unique demographic of customers who may have faced challenges accessing mainstream banking services.

Our mission is to provide personalised and trustworthy support to individuals with varying levels of financial understanding or vulnerabilities. We believe in fostering financial empowerment and security for all, regardless of background or circumstance.

As a Customer Experience Advisor, you will play a vital role in building trust, providing assistance, and ensuring the financial well-being of our valued customers.

You will engage with individuals who may have limited financial literacy, trust issues with mainstream banks, and unique financial needs. This can mean that conversations with our customers can be difficult and challenging.

Your empathy, patience, and dedication to customer satisfaction will be key in delivering exceptional service.

**Your Role**:

- Build rapport and establish trust with customers who may feel vulnerable or apprehensive about traditional banking channels.
- Provide clear and empathetic guidance on a number of different elements, including account management, online banking navigation, app queries to empower customers to self-serve.
- Assist customers in resolving issues related to account access, transaction disputes, and other banking concerns, ensuring timely and effective resolution.
- Educate customers on available banking products and services tailored to their individual needs, promoting financial stability and empowerment.
- Collaborate with team members, other departments (Customer Relations, Partner Experience and Customer Operations) and management to continuously improve service delivery and enhance the customer experience.
- We recognise that taking calls can be a stressful job and have introduced initiatives to support our colleagues, such as ‘Take 5’ allowing colleagues to decompress after a stressful call
- We have a number of colleagues who are trained in supporting people with taking difficult calls and other issues which may impact your work

**We'd Love to See**:

- You are educated to GCSE standard, including mathematics & English
- You are PC literate in Microsoft Office Applications
- Proven experience of office practices/procedures
- 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 undergo training as necessary in all aspects of the systems, products and regulations
- Ability to maintain absolute Company & Client confidentiality at all times

**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
- Employee Referral Bonus
- Private healthcare
- Pension scheme, with Company contribution
- Membership of our life insurance scheme
- Annual Growth & Development allowance
- Volunteering days
- Access to Thrive mental health app

**To all recruitment agencies**: Solaris does

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