Customer Experience RegOps Agent

Curve was founded with a rebellious spirit, and a lofty vision; to truly simplify 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 smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live.

With Curve you can spend from all your accounts, track your spend behaviour, see unique insights - all with additional security to help keep your money safe. Curve puts you in control of your money in one beautiful place for the first time.

We're developing a ground-breaking product with our customers at the heart of everything we do. We have funding from the biggest names in tech investment, and a visionary C-suite who wants everyone who joins this remarkable adventure, to have the opportunity to masterfully develop their expertise.

Welcome to Curve. On a mission to help you live inspired.

Role Purpose

"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 with a strong focus on creating a delightful experience."

We are seeking a customer-obsessed CX RegOps Agent who understands our regulatory responsibilities and is passionate about delivering a best-in-class customer experience. 

You'll acknowledge and resolve customer complaints efficiently whilst using a professional tone of voice, manage GDPR requests, case file escalations, a relationship with The Financial Ombudsman Service and The Bank of Lithuania, continuously seek improvements to enhance our service and operational efficiency #AutomateToAccelerate

What you'll be doing:

Complaints

• Make sure that Formal Complaints are dealt with quickly, and efficiently, which include, acknowledgements, final response letters and follow up responses in line with internal and external SLAs
• Work with and build relationships across the company in order to investigate and resolve issues raised in Formal Complaints
• Identify areas in which efficiency changes can be made, and implement these
• Identify ways to improve the overall customer experience
• Monitor the Complaints lines in Kustomer (our Customer CRM) and relevant Complaints related G-Chat channels
• Responsible for managing your own workload and changing priorities where needed
• Act as a Subject Matter Expert (SME) and being available to answer Complaint related queries from the wider Customer Experience Team and help to de-escalate where possible
• Strong stakeholder management capabilities

Building Quality in CX

• Identify trends in Formal Complaints (and GDPR requests) and propose ways in which we can improve, both in CX and as a business
• Supporting Root Cause Analysis (RCA) and internal feedback loops with frontline support and specialist domains such as: Customer Onboarding, Experiences, Transactions; to mitigate future customer problems
• Act as a Subject Matter Expert (SME) and advise on processes
• Identify knowledge gaps within the wider CX department and ensure clear feedback is given to develop and upskill colleagues around complaint processes
• Support cases that could potentially become a Formal Complaint

Supporting RegOps and CX Advisors

• Monitor requests from CX Agents who require support with challenging customers and to share knowledge with the CX/Fincrime teams and guide next steps and best practices
• Deliver positive, constructive feedback to CX Agents

What you might bring:

• Proven experience in complaints handling, in fintech, banking, or another regulated industry (12+ months)
• Confidence in verbal communication and the ability to engage effectively with customers and Key Stakeholders
• Resilience and empathy when handling challenging or sensitive customer complaints
• Individuals passionate about turning negative experiences into positive outcomes
• Natural problem-solving/investigative skills and a curious mindset
• Demonstrable customer obsession mindset and relishes the opportunity to give every customer the most delightful experience possible
• Comfortable challenging decisions and existing processes using reason and data
• Understands the importance of compliance and regulatory frameworks (FCA & The FOS)
• Ability to thrive in a fast-paced environment; you are motivated by continuous improvement
• Able to justify decisions using reason, data and evidence
• Ability to identify vulnerable customers, or those that might need extra support
• Enjoy taking significant ownership of your work
• Able to recognise and understand a customer's need and adjust your tone to the situation, while creating value
• Excellent time management skills with a good understanding of deadlines including meeting and exceeding targets
• Role model for the company's leadership principles and behaviours

What success looks like here:

• Complaints are managed quickly, efficiently, and always in line with SLAs and regulatory requirements
• Customers feel heard, valued, and supported - even when their issues are complex or sensitive
• Strong relationships are built with regulatory bodies and internal stakeholders, ensuring clear communication and effective resolutions
• Trends and root causes from complaints and GDPR requests are identified and acted on, reducing repeat issues
• Knowledge is shared across the wider CX team, raising capability and confidence in handling complaints
• Operational processes continuously improve, leading to greater efficiency and a consistently delightful customer experience

Benefits:

• 25 days plus bank holidays
• Bonus days off for Learning & Development, Mental Wellbeing, Birthday, Moving House & Christmas
• Working abroad policy (up to 60 calendar days per year)
• Bupa Health Insurance (YuLife)
• Life insurance powered by AIG (5x Annual Salary)
• Pension Scheme powered by "People's Pension"
• EAP (Mental health & wellbeing support, Life coach, Career coach)
• 24/7 GP access (Smart Health via YuLife)
• Annual subscriptions to Meditopia & FIIT for your mind and body (via YuLife)
• Discounted shopping vouchers (via YuLife)
• Enhanced parental leave
• Ride to work scheme & Season ticket loan
• Electric car scheme
• Six nights of Night Nanny for new parents
• Free Curve subscription for you and your +1

A note from us:

• We know that great candidates don't always tick every single box. If this role excites you and you think you'd be a great fit, we want to hear from you.
• We design our hiring process to be fair, inclusive, and practical. If you ever need adjustments or feel there's a way we can improve - we're all ears.

• This role requires office attendance, five days per week.
• The successful candidate will require full working rights in the United Kingdom without the need for visa sponsorship