Customer Support Specialist

6 days ago


Manchester, United Kingdom Starling Bank Limited Full time
About the Role

We are seeking a Customer Support Specialist to join our team at Starling Bank Limited. As a key member of our Financial Assistance Vulnerable Specialist role, you will be responsible for supporting our most vulnerable customers during times of financial difficulty.

The ideal candidate will have a broad and diverse background in collections and/or financial services, focusing on customers with additional vulnerability needs. They will enjoy a challenge and not be put off by complex situations.

You will be working closely with our customers to identify and resolve complaints, taking ownership of complex situations and maintaining professionalism and efficiency while ensuring the best customer outcomes.

  • Supporting customers with financial/personal vulnerabilities
  • Taking and making calls to assist customers in need
  • Reviewing cases to understand customer's overall situation
  • Agreeing action plans with customers and the bank
  • Producing high-quality written reports and recommendations
Work Arrangements

This role involves full-time rotational shifts between 8am-8pm Monday - Friday and Saturdays 9am-5.30pm & occasional bank holidays.

Once training is completed, you will move to a hybrid way of working with travel required to our Manchester office. The team will work from the office 10 days a month.

Requirements
  • Experience in Collections specialising with vulnerable customers within a Financial Services environment
  • Confident handling customer complaints or complex situations
  • Extremely adaptable and capable to work within a fast-moving fintech business
Benefits
  • 25 days holiday (plus take your public holiday allowance whenever works best for you)
  • An extra day's holiday for your birthday
  • Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
  • 16 hours paid volunteering time a year
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary & group income protection
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care
  • Generous family-friendly policies
  • Incentives refer a friend scheme
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks


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