Junior Vulnerable Customer Support Specialist

6 days ago

London, Greater London, United Kingdom Kroo Bank Ltd Full time
About Kroo Bank Ltd

Kroo Bank Ltd is a fintech company with a big vision: to be the first bank that is both trusted and loved by its customers. We're helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

We act with integrity, transparency, and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

Job Title: Junior Vulnerable Customer Support Specialist

We're looking for a Junior Vulnerable Customer Support Specialist to join our team. As a Junior Vulnerable Customer Support Specialist, you'll be responsible for supporting customers with specific needs, ensuring they receive exceptional service and care. You'll also provide valuable feedback and recommendations to enhance processes and workflows.

Key Responsibilities:
  • Interacting with and supporting our vulnerable customers
  • Taking ownership of customers' vulnerabilities and escalating where necessary
  • Collating accurate MI and providing feedback and making recommendations to improve processes and workflows
  • Carrying out regular root cause analysis to provide information on vulnerability data trends
  • Providing support, advice, and guidance to other departments across the business
  • Helping to create a monthly Vulnerable Customer forum to deliver information to relevant areas of the business
  • Supporting bereavements by providing a seamless customer journey
Requirements:
  • At least 6 months' experience in financial services
  • Previous work experience of 1 year relating to the vulnerability sector
  • Knowledge of signposting to relevant charitable organisations
  • A brilliant eye for detail and an ability to handle complex issues
  • A desire to help customers who need further support
  • The ability to work independently, whilst part of a team, to deliver in a fast-paced work environment
  • The ability to meet deadlines in line with our vulnerable customer processes
  • Excellent written and verbal communication skills and a genuine commitment to exceptional customer service
Benefits

We offer a range of benefits to our employees, including:

  • Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
  • Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
  • Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
  • Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
  • Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
  • Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
  • Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in central London.
  • Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
  • Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
  • Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
  • Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
  • You get full healthcare for you and your nuclear family via Vitality.
About Our Process

We can be flexible with the structure of our interview process if someone's circumstances or timescales require it, but our general structure is:

  • People screen and quiz interview - 45 mins
  • Technical interview challenge with the hiring manager - 45 mins
  • Head of division interview - 45 mins

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

Hybrid Working

Currently, the majority of Kroo is working fully remotely. Working remotely has changed many of our lives for the better, and we are behind in continuing the benefits of flexibility once restrictions are lifted. At the same time, we have a beautiful office in Farringdon, which, when used for the right things, can be a useful and powerful tool. Currently, we see a blended model of working 1-2 days a week in the office, so candidates that are able to travel in occasionally are the best fit for our current working practices.

Please note: Our ambition is to be a truly 24/7 customer-focused bank. In order to achieve this, in the future, you may have to work shifts across 5 days (Monday - Sunday) and 18.75 hours per week. The shifts will be provided well in advance, but typically range between 6am - 10pm.

Diversity and Inclusion

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

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