Customer Care Team Specialist

Our Storyh3>Hello there. We’re Zopa. We started our journey back in 2005, building the first ever peer‑to‑peer lending company. Fast forward to 2020 and we launched Zopa Bank, a bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre – we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.comWe’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Follow us on Instagram @zopalife. Customer Care teamThe Customer Care team is a specialised group within Zopa’s highly recommended Specialist Operations. They assist with the most vulnerable and complex cases to support customer needs, maximise customer rehabilitation, and provide bespoke solutions, guidance, and professional help.You will be joining a friendly and supportive team that works with all operational areas and oversees Zopa’s vulnerable customers across all products. This core team are Zopa’s elite Customer Champions and put the customer at the heart of everything we do by handling each case with the utmost care and consideration.Are you interested in working across all operations and products? Do you have experience in handling difficult conversations? Are you passionate about customers and ensuring the right outcomes? Are you self‑motivated and able to manage your own workload?This is a hybrid role, with one day a week in the office.Please note, you’ll be required to work shifts from Monday to Friday:08:00–16:3009:00–17:3010:00–18:3011:30–20:00 A day in the lifeBuilding and maintaining one‑to‑one (121) relationships with customersCompleting customer reviews via preferred communication channels such as email, live chat, and outbound dialingReceiving inbound calls from customers and internal teams regarding queries, complex cases, and setting up bespoke arrangementsResponding to customer and third‑party emails within a 3‑day SLAReaching reasonable conclusions based on evidence provided and proposing suitable customer outcomesHandling administrative work related to correspondence from third parties such as debt management companies, insolvency practitioners, and Phillips & CohenCompleting and reviewing income and expenditure forms with the aim of agreeing realistic payment plans based on borrower affordabilitySignposting customers experiencing financial difficulties to not‑for‑profit debt agenciesSignposting vulnerable customers to non‑profit charities such as Samaritans About youYou will have previous experience working in a customer‑focused environment, ideally with telephone/call centre duties in a customer service or collections role.You must be able to deal calmly with conflict and handle the challenges of difficult conversations.You must be able to communicate complex issues in a concise and straightforward manner.You must demonstrate commitment to and pride in delivering high‑quality service.You will be familiar with FCA regulations, GDPR, and FG21.1 regulation.You will have excellent oral and written communication skills, able to draft well‑structured, clear responses across digital platforms.You must be confident using Microsoft Office applications such as Outlook, Excel, and Word.You will be an excellent team player who can also work independently and adapt well to change.You are compassionate, grounded, logical, and objective; able to follow through on difficult decisions. At Zopa we value flexible ways of working. We value face‑to‑face collaboration and a good work‑life balance. This hybrid role requires you to come to our London office one day a week.You’ll also have the option of working from abroad for up to 120 days a year * But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.*Subject to having the right to work in the country of choice. Diversity StatementZopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. #J-18808-Ljbffr