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Complaints Handler

2 weeks ago

London, United Kingdom Inclusive Finance Full time

At Creditspring, we do things differently. We've completely turned lending on its head. By not charging interest, we believe we are on the same side as our members. We don't want them to stay in debt forever. We don't want them to borrow unnecessarily. We don't want to make money by confusing them.

We are a fast-growing FCA-regulated consumer credit company, and our mission is to improve the financial stability and resilience of our customers by providing them with the tools they need to better manage their finances and steering them away from high-cost, short-term credit options.

You will be joining a world-class, well-funded, diverse team from 18 different countries that believe in the product they are building. We have grown significantly in 2021 so far and have ambitious plans for this coming year and beyond, scaling our product and team at an exciting pace.

As part of our growth strategy, we are committed to having an efficient and effective complaints handling process. As a complaints specialist at Creditspring, you will be responsible for investigating and resolving customer complaints to benefit all stakeholders involved.

**Who you will work with**:

- You will communicate with complainants to inform them on the progress of their complaints
- You will work with the Compliance Manager to ensure that our complaints handling process stays current and in line with the regulations
- You will work with the Customer Operations Team to continuously improve our agent processes

**What you need to do**:

- Be a go-to person at Creditspring for customer complaints
- Take ownership of customer complaints from start to completion
- Ensure that all complaints are resolved in line with internal polices, the FCA guidelines and other relative regulations
- Investigate individual cases and prepare comprehensive responses setting out clearly your findings and providing resolution to the complainants
- Stay current with the relevant regulations and industry guidelines
- Monitor, create reports and analyse customer feedback trends
- Work with the Operations Team on improving our products and drive process improvements

**What you need to have**:

- Some experience in handling customer complaints in a high-pace regulated environment
- Be customer-centric and adhere to the principle of TCF in everything you do
- Intermediate level skills in Microsoft Office (especially Excel)
- Good numerical skills and basic SQL skills
- Natural curiosity and willingness to learn
- An excellent work ethic with a real desire to drive process improvement and a proven ability to enhance customer satisfaction levels
- It would be beneficial if you have experience working in credit industry but if not, we will teach you everything you need to know
- It would be great if you worked for a scale-up before (although not required)

**What you need to be**:

- Fast learner, we will teach you everything you need to know about Creditspring's products
- Be able to think critically to solve complex problems and detail-oriented.
- Self-motivated to manage your own workload
- Passionate for Fintech and helping Creditspring shake-up the UK credit industry

**Working at Creditspring means that you will get**:

- Flexible working conditions
- Equity participation
- £1500 personal training budget for conferences, courses and books
- Health Insurance with Bupa
- Classpass membership