403 Customer Service jobs

DESCRIPTION iwoca is breaking down the barriers that stop Europe’s 20 million small businesses from accessing finance. Traditional bank loans have slow application processes, inflexible terms and burdensome criteria. In contrast, we use cutting-edge technology to offer flexible access to credit with a five minute application process and a decision in hours. Since 2012, we've lent over £800 million to over 30,000 businesses across Europe. Our customers include everything from cafés to car dealers, salons to solicitors. Along the way we have built a sophisticated technology platform, won numerous awards and grown a fun, and vibrant team. However, we’re still near the start of our journey – our aim is to finance a million small businesses within a decade and so we need more smart, hands-on people to help us reach this goal. We work with a host of commercial finance brokers across the UK to offer finance to their clients, and this channel generates a substantial proportion of iwoca’s total revenues. As an Account Manager for our Broker Channel you’ll be the first port of call for our brokers and will give them exceptional customer service in managing loan applications for their clients. You will also provide our brokers with an in-depth understanding of iwoca’s product benefits, customer eligibility and use cases. In addition to building relationships with our brokers, you will also work closely with internal teams to manage loan applications through to completion. The key success factors will be the quality of relationships you build, your speed of service, and overall broker satisfaction. You will also have the opportunity to help shape and develop the future of this valuable channel. REQUIREMENTS Your mission will be to: Manage the day-to-day working relationship with all brokers, including our ‘Gold’ brokers who introduce high volumes of business Pre-screen applications, ensuring the broker provides all necessary business documentation for a credit review Provide timely updates for ongoing cases, answering questions related to specific applications or product queries Provide new brokers with excellent product training and support in order to maximise lead flow Work closely with our Credit and Account Management teams in order to improve conversion rates and broker satisfaction Complete ad-hoc analysis and tasks for our Broker Channel Managers Help organise and attend broker entertainment / industry events We look for people that are smart, humble, motivated and who are always looking to improve. Ideally, you’ll have: Strong written and verbal communication skills Excellent time-management and organisational skills A strong customer service ethic The ability to build and maintain long lasting business relationships Some experience of working in a fast-paced, client facing role Knowledge of the UK business finance market (including our competitors) is a plus Experience working in a fast paced customer service role is desirable This would be an excellent opportunity for recent graduates looking to gain experience in financial services BENEFITS What’s life like as an iwocan? We all enjoy: A lovely office in central London, right by Tottenham Court Road Two company retreats a year (in places like the French Alps or Spanish seaside) Pool, ping pong, foosball tables and tournaments and yoga An ever-growing number of clubs including climbing, chess, football and boxing Plenty of drinks and snacks in our office kitchen A paid volunteering day each year, for you to support your chosen charity Just for you: Medical insurance from Vitality, including discounted gym membership Stock options Enhanced maternity and shared parental leave A workplace nursery tax benefit scheme 25 days holiday per year and an extra day off on your birthday Extra leave if you want to travel or study Special celebrations for anniversaries and long service including sabbatical Flexible working Cycle-to-work scheme And to make sure we all keep learning, we offer: Tickets to tech conferences across Europe Company-wide talks with internal and external speakers A calendar of meetups we host at our office Access to learning platforms like Treehouse if you want to learn to code.

DESCRIPTION iwoca is breaking down the barriers that stop Europe’s 20 million small businesses from accessing finance. Traditional bank loans have slow application processes, inflexible terms and burdensome criteria. In contrast, we use cutting-edge technology to offer flexible access to credit with a five minute application process and a decision in hours. Since 2012, we've lent over £800 million to over 30,000 businesses across Europe. Our customers include everything from cafés to car dealers, salons to solicitors. Along the way we have built a sophisticated technology platform, won numerous awards and grown a fun, and vibrant team. However, we’re still near the start of our journey – our aim is to finance a million small businesses within a decade and so we need more smart, hands-on people to help us reach this goal. The Role Our Account Managers are iwoca’s frontline, offering exceptional service to their portfolio of customers while simultaneously driving business growth. They own the customer relationship from when they sign up, all the way through to renewal and advocacy. At iwoca, we really love our customers, we want them to have the best possible experience. We understand that financial matters can be confusing and frustrating for small businesses, so our Account Managers work hard to understand our customers’ financial needs and determine how we can most effectively support them with our product to achieve their business goals. Our Account Managers are skilled at building trust, explaining how iwoca works and nurturing successful long term relationships with our customers. To help us do that, we use relevant data and analytics (such as customer health scores, lifetime value, customer feedback and surveys), while at all times providing excellent customer service. Responsibilities   Your mission will be to: Be the customer champion, driving business growth through adoption of the iwoca product within a portfolio of customers Nurture a portfolio of existing customer relationships to achieve higher health scores Support customers through the renewal process expediently Build and maintain strong, long-lasting relationships with small businesses, helping them achieve their business goals with iwoca Proactively guide customers through our process and ensure we exceed their expectations, effectively addressing customer concerns and issues Liaise with various teams within iwoca, such as sales, underwriting and collections to achieve the best outcome for your customers Drive change throughout the business through structured feedback, ensuring we always provide customers with the best possible experience across all aspects of iwoca REQUIREMENTS We look for people that are smart, humble, motivated and who are always looking to improve. Ideally, you’ll have: Strong business acumen with a real enthusiasm for helping SMEs Strong communication & listening skills with an excellent telephone manner and a passion for delighting customers Exceptional time-management and multitasking skills Good experience in explaining complex products and services to customers Proven customer relationship management experience Be proactive, motivated, and metrics-driven The ability to "think outside the box" to make suggestions that will help us improve our products, systems and processes Ambition and an entrepreneurial spirit, thriving in a dynamic, team-oriented environment BENEFITS What’s life like as an iwocan? We all enjoy: A lovely office in central London, right by Tottenham Court Road Two company retreats a year (in places like the French Alps or Spanish seaside) Pool, ping pong, foosball tables and tournaments and yoga An ever-growing number of clubs including climbing, chess, football and boxing Plenty of drinks and snacks in our office kitchen A paid volunteering day each year, for you to support your chosen charity Just for you: Medical insurance from Vitality, including discounted gym membership Stock options Enhanced maternity and shared parental leave A workplace nursery tax benefit scheme 25 days holiday per year and an extra day off on your birthday Extra leave if you want to travel or study Special celebrations for anniversaries and long service including sabbatical Flexible working Cycle-to-work scheme And to make sure we all keep learning, we offer: Tickets to tech conferences across Europe Company-wide talks with internal and external speakers A calendar of meetups we host at our office Access to learning platforms like Treehouse if you want to learn to code.

DESCRIPTION iwoca is breaking down the barriers that stop Europe’s 20 million small businesses from accessing finance. Traditional bank loans have slow application processes, inflexible terms and burdensome criteria. In contrast, we use cutting-edge technology to offer flexible access to credit with a five minute application process and a decision in hours. Since 2012, we've lent over £800 million to over 30,000 businesses across Europe. Our customers include everything from cafés to car dealers, salons to solicitors. Along the way we have built a sophisticated technology platform, won numerous awards and grown a fun, and vibrant team. However, we’re still near the start of our journey – our aim is to finance a million small businesses within a decade and so we need more smart, hands-on people to help us reach this goal. REQUIREMENTS The Client Onboarding Team is responsible for managing and developing the early stage of the client relationship, ensuring clients are informed about our product and its advantages and benefits. This is a fantastic opportunity to get to know iwoca from the inside and gain valuable experience for future roles in the company. As part of our German customer service team, you will be our first point of contact for our German clients. You will be responsible for collecting business documents submitted by our clients and you will get the chance to develop a deep understanding of the SME customer base. As you will be working closely with customers, you will need to be a successful communicator and passionate about providing the best service possible. Your role at iwoca: Building rapport with German business owners Handling inbound calls and making outbound calls to resolve customer issues and chase documents Pitching iwoca to customers who have already started the sign-up process but have not yet completed it Maintaining accurate customer records and update systems Ensuring that all necessary documents are in place to allow our Credit Analysts / Account Managers to make a lending decision Handling requests received through the live chat on our website or via email You will need: Strong communication & listening skills with an excellent telephone manner and a passion for delighting customers The ability to explain complex products and services to consumers The ability to "think outside the box" to make suggestions that will help us improve our products, systems and processes Basic understanding of business finance and accounting or the desire to acquire such understanding. We want you to develop a good business sense and an understanding of what makes SMEs tick Be ready to take on ownership within our team and communicate with other country teams A communicative personality and good team play skills Proactive self-starter approach, eager to be part of a young and dynamic team A perfect blend between sales, customer support and admin BENEFITS What’s life like as an iwocan? We all enjoy: A lovely office in central London, right by Tottenham Court Road Two company retreats a year (in places like the French Alps or Spanish seaside) Pool, ping pong, foosball tables and tournaments and yoga An ever-growing number of clubs including climbing, chess, football and boxing Plenty of drinks and snacks in our office kitchen A paid volunteering day each year, for you to support your chosen charity Just for you: Medical insurance from Vitality, including discounted gym membership Stock options Enhanced maternity and shared parental leave A workplace nursery tax benefit scheme 25 days holiday per year and an extra day off on your birthday Extra leave if you want to travel or study Special celebrations for anniversaries and long service including sabbatical Flexible working Cycle-to-work scheme And to make sure we all keep learning, we offer: Tickets to tech conferences across Europe Company-wide talks with internal and external speakers A calendar of meetups we host at our office Access to learning platforms like Treehouse if you want to learn to code.

Keyrock is expanding! Founded in 2017, Keyrock has quickly grown to one of the key European algorithmic technology liquidity providers and market makers in the digital asset space. VC backed and with a fast growing clientbase, Keyrock is becoming one of Belgium’s fastest growing SaaS Fintech companies. Headquartered in Brussels and with a local presence in New York and London, Keyrock is looking to optimize its internal organization and facilitate its frantic growth with a dynamic, organized, and proactive Administrative Coordinator. Keyrock Administrative Coordinator We are looking for a master multi-tasker with excellent communication skills and an upbeat attitude. Candidates should be able to assist management and all visitors to the company by handling office tasks, providing polite and professional assistance via phone, mail, and email, making reservations or travel arrangements, and generally being a helpful and positive presence in the workplace. To be successful as an Administrative Coordinator, candidates should be professional, polite, and attentive while also being accurate. They should always be prepared and responsive, willing to meet each challenge directly. Administrative Coordinators must be comfortable with computers, general office tasks, and excel at both verbal and written communication. Most importantly, the Administrative Coordinator should have a genuine desire to meet the needs of others. Keyrock is looking for someone with a passion for injecting order and consistency into the administrative operations of highly dynamic organisations. Keyrock is a company that is constantly challenging itself and pushing boundaries. We expect that enthusiasm and drive from all! Responsibilities Handling office tasks, such as filing, generating reports and presentations, setting up for meetings, and reordering supplies. Providing real-time scheduling support by booking appointments and preventing conflicts. Making travel arrangements, such as booking flights, cars, and making hotel and restaurant reservations. Proactively suggesting new scalable processes for managing offices’ day to day operations. Generating reports, transcribing minutes from meetings, creating presentations, and conducting research. Greet and assist visitors. Anticipate the needs of others in order to ensure their seamless and positive experience. Skills and experience Fantastic interpersonal skills Strong sense of ethics and discretion Drive for structuring a changing environment High level of accuracy and attention to detail Proficient with Office Suite, Google Drive Proficient Business English -- other languages are a plus 1-3 years of experience in similar role That little extra Strong enthusiasm for entrepreneurship An interest for Blockchain/DLT and digital assets Background or interest in financial/capital markets Living in Belgium, ideally Brussels What to expect from Keyrock Closely working together with market leaders in a fast growing industry on a daily basis. Being part of a fast growing start-up within a global scope Competitive salary and exciting growth path Have the freedom to create your own intrapreneurial experience A ton of fun in a thriving team Apply via the below link. http://keyrock.freshteam.com/jobs

Keyrock is expanding! Founded in 2017, Keyrock has quickly grown to one of the key European algorithmic technology liquidity providers and market makers in the digital asset space. VC backed and with a fast growing clientbase Keyrock is showing revenue growth month on month, becoming one of Belgium’s fastest growing SaaS Fintech companies. Headquartered in Brussels and with a local presence in New York and London, Keyrock is looking to expand its global reach through growing its go-to-market strategy team. With a clear vision on scaling it’s business development operations and generating additional revenue pillars, we are looking to expand our Business Development team with an ambitious, empathic and structured Customer Success Manager. Keyrock Customer Success Manager Duties for the role of Customer Success manager will include a broad range of tasks such as maintaining ongoing customer relationships, implementing success programs and revenue streams, contributing to the overall sales process through implementing scalable processes, onboarding and supporting clients together with the Key Account Management team, and ultimately minimizing churn through his/her service The Customer Success Manager should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer requests. Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. Keyrock is looking for someone that loves to engage with customers on a daily basis, is triggered by maximizing value, and has an eye for contributing towards customer acquisition strategies. Responsibilities Constructing and communicating Weekly reporting of Trading activities Maintaining daily contact with clients and technical support through Slack, email and conference calls. Providing initial technical and product support Building out a revenue model through customer success practices together with Keyrock’s Head of Growth. Constructing and iterating churn prediction and reporting systems Delivering and communicating ROI for our clients, throughout the customer lifecycle Skills and experience Bachelor’s degree -- ideally in Finance or Economics Fantastic interpersonal skills Bias for action and structure High level of accuracy and attention to detail Proficient with Excel, Google Drive, Adobe Suite Technical aptitude and ability to learn software programs Proficient Business English -- other languages are a plus 1-3 years of experience in Project Management, Customer Support, Consulting or another client facing role That little extra A passion for Blockchain/DLT and digital assets Background or interest in financial/capital markets Living in Belgium, ideally Brussels What to expect from Keyrock Closely working together with market leaders in a fast growing industry on a daily basis. Being part of a fast growing start-up within a global scope Competitive salary and exciting growth path Have the freedom to create your own intra preneurial experience. Apply via the below link. http://keyrock.freshteam.com/jobs

We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team working 2 days (16 hours per week) on weekends in our Cardiff office (check out what our team say about working in Cardiff  here ) and being remotely based.  At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We're on a mission to make money work for everyone and to do this we need to grow our amazing customer support team to make sure every customer gets access to 24/7 customer support through our app and on the phone.  🚀 COps are the heart of Monzo  ❤️ You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us. We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently. What will you be doing day-to-day?  💬 Providing the best customer support by talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank. Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier. Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them. Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends. Whilst investigating and making decisions about payments made on stolen cards, as well as looking into scam websites. Dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo. Understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app). Plus, being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns. Supporting other members in the customer support team by being a point of escalation for other COps and mentoring new joiners. Plus making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world. After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping out on Social media to spending time with our Financial Crime specialists! Your working life  ☀️ The salary for this role is up to  £9,100 a year (£11p/h) plus unsocial hours allowance . All Monzo team members also get share options as part of their package – read more about what this means  here . You’ll be working on an ‘open availability’ contract basis, to make sure we are always here to help and allow 24/7 customer support chat through our app. Your shift pattern will change on a weekly basis, starting no earlier than 6am and finishing no later than 10pm. Read more about the ins and outs of 'open availability'  here .  You should apply if you: you are prepared to be primarily based in our Cardiff office or remotely care deeply about delighting our customers are a UK resident (live in the UK for at least 6 months of the year) have the right to work in the UK are comfortable using a laptop are over 18 years old you haven't applied and been unsuccessful within the last 6 months If you're planning to do any working from home from time-to-time, you'll also need: a quiet and private home working space a solid internet connection (download speed - 10mbps; upload speed -3 mbps) The interview and on-boarding process  🤝 Your answers to the application questions below are really important to us, so please take your time on these. Once you've submitted your application, we'll review along with your CV (there is no need to submit a Cover Letter, please use this time to answer the application questions instead ❤️). If you're successful, we’ll send you a take-home task, and if you ace that we’ll invite you for a half-day assessment centre (these run every few weeks). At the assessment centre you’ll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to make money work for everyone! 🚀  We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until later in the year - please still apply!  You'll spend your first two weeks in training (Monday-Friday) between 09:00-18:00, and we'll give you all the tools and training you need. You need to be available full time in Cardiff for the first week, but we can be a bit more flexible to fit your circumstances in the second week, if you've got caring or studying commitments for example. Please let us know if you'd need any adjustments to make this work. Questions about this role? Head over to our careers page to read our FAQs ( www.monzo.com/careers ) or email  ops-hiring@monzo.com

We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team working Friday night, Saturday night and Sunday night team based remotely. At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We're on a mission to make money work for everyone and to do this we need to grow our amazing customer support team to make sure every customer gets access to 24/7 customer support through our app and on the phone.  🚀 COps are the heart of Monzo  ❤️ You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us. We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently. What will you be doing day-to-day?  💬 Providing the best customer support by talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank. Communicating with our customers through a variety of different mediums, based on our customers needs; whether that be through our social media platforms, email, calls or in-app chat. Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier. Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them. Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends. Whilst investigating and making decisions about payments made on stolen cards, as well as looking into scam websites. Dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo. Understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app). Plus, being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns. Supporting other members in the customer support team by being a point of escalation for other COps and mentoring new joiners. Plus making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world. After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping out on social media to spending time with our Financial Crime specialists! Your working life  ☀️ The salary for this role is up to  £13,650 a year  (based on working 3 days per week)  plus a 22% allowance for working overnight . All Monzo team members also get share options as part of their package – read more about what this means  here . You’ll be working remotely over night every Friday, Saturday and Sunday. Shift times will vary between 5pm-2am, 6pm-3am and 7pm-4am, you will know the times of your shift 4+ weeks in advance. You should apply if you: you are prepared to be based remotely and work overnight on the shifts specified above 👆 care deeply about delighting our customers are a UK resident (live in the UK for at least 6 months of the year) have the right to work in the UK are comfortable using a laptop are over 18 years old you haven't applied and been unsuccessful within the last 6 months To work from home, you'll also need: a quiet and private home working space a solid internet connection (download speed - 10mbps; upload speed -3 mbps) The interview and on-boarding process  🤝 Your answers to the application questions below are really important to us, so please take your time on these. Once you've submitted your application, we'll review along with your CV (there is no need to submit a Cover Letter, please use this time to answer the application questions instead ❤️). If you're successful, we’ll send you a take-home task, and if you ace that we’ll invite you for a half-day assessment centre (these run every few weeks). At the assessment centre you’ll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to make money work for everyone! 🚀  We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until a little later in the year - please still apply!  You'll spend your first two weeks in training (Monday-Friday) between 09:00-18:00, and we'll give you all the tools and training you need. You need to be available full time in Cardiff for the first week, but we can be a bit more flexible to fit your circumstances in the second week, if you've got caring or studying commitments for example. Please let us know if you'd need any adjustments to make this work. Questions about this role? Head over to our careers page to read our FAQs ( www.monzo.com/careers ) or email  ops-hiring@monzo.com

Internally known as Squad Captain Manager. We’re looking for an experienced Senior Customer Support Manager who has developed, supported and inspired leaders. You will be an empathetic, strategic leader to support our distributed Squad Captains and Customer Operations (COps) team. Our  customer operations  team is at the heart of Monzo Every person in this team cares about our customers’ problems and is empowered to solve them quickly and with minimal fuss. We work in small squads of 8-10 people, which are split between communication channels and time periods. Some squads specialise in social media responses, helping customers over the phone or responding via in-app chat. As Squad Captain Manager, you’ll provide support and leadership Each Squad Captain supports and coordinates the work of their team members. You’ll directly manage and support our distributed Squad Captains so they can meet their personal and professional development goals. You’ll organise people around you and take quick action when you see a problem coming - whether it’s not enough people covering the right types of queries, a training need, or something going wrong. You’ll listen to your people, guide them through hard times and celebrate their successes. You’ll have responsibility for some disciplinary and grievance matters and work closely with your colleagues in London, Cardiff & Las Vegas to make sure that we apply these policies fairly across all areas of COps. Currently we have 24 Squad Captains who are distributed, and cover a range of work patterns. Communication between offices is a key challenge You’ll work closely with other Squad Captain Managers and senior stakeholders within COps to share ideas and support each other. You’ll make sure communication between the London, Cardiff & Las Vegas offices is seamless, gathering feedback and sharing the same consistent message with all team members. Each day you’ll be: Instilling a strong customer-centric culture and keeping everyone focussed on what really matters: helping our customers with their personal financial lives Helping Squad Captains outperform in their roles by: having regular 1:1s with Squad Captains; giving and receiving feedback about people, process and QA; coaching, mentoring, and developing high performing squads and captains Running Squad Captain group sessions, e.g. knowledge sharing Supporting the interviewing and hiring of new Squad Captains/COps Helping us become an exceptional place to work for the ambitious, highly motivated COps that we hire You should apply if: You have significant experience in managing leaders, ideally in a customer-centric role You’ve led successful teams to achieve their goals and have an empathetic leadership style You’re as comfortable working 1:1 as communicating with large groups You empower your people to find solutions themselves You can motivate teams working on ongoing operational work You are very hands-on and solve problems when you spot them What we are doing at Monzo excites you! You’ll spend your first months on the frontline To be an effective Squad Captain Manager you’ll need to know the ins and outs of the Customer Support job. You’ll have frontline COps training in your first few months and then transition into the Squad Captain Manager role. Our distributed teams work flexible hours so we can discuss which would be the most suitable for you. Logistics: The application process consists of a short phone interview, followed by a practical written exercise and a couple of on-site interviews at our offices in Cardiff or London. Salary approx. £35,000-£50,000 (dependent on skills and experience) plus  stock options  and other benefits.

We're looking for detail-oriented, empathetic problem solvers to join our remote Customer Operations (COps) team. At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We're on a mission to make money work for everyone and to do this we need to grow our amazing customer support team to make sure every customer gets access to 24/7 customer support through our app and on the phone.  🚀 COps are the heart of Monzo  ❤️ You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us. We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently. What will you be doing day-to-day?  💬 Providing the best customer support by talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank. Communicating with our customers through a variety of different mediums, based on our customers needs; whether that be through our social media platforms, email, calls or in-app chat. Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier. Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them. Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends. Whilst investigating and making decisions about payments made on stolen cards, as well as looking into scam websites. Dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo. Understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app). Plus, being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns. Supporting other members in the customer support team by being a point of escalation for other COps and mentoring new joiners. Plus making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world. After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping out on social media to spending time with our Financial Crime specialists! Your working life  ☀️ The salary for this role is up to  £22,750 a year (£11p/h) plus an allowance per year for working varying hours . All Monzo team members also get share options as part of their package – read more about what this means  here . You’ll be working on an ‘open availability’ contract basis, to make sure we are always here to help and allow 24/7 customer support chat through our app. Your shift pattern will change on a weekly basis, starting no earlier than 6am and finishing no later than 10pm. Read more about the ins and outs of 'open availability'  here .  You should apply if you: care deeply about delighting our customers are a UK resident (live in the UK for at least 6 months of the year) have the right to work in the UK are comfortable using a laptop are over 18 years old you haven't applied and been unsuccessful within the last 6 months To work from home, you'll also need: a quiet and private home working space a solid internet connection (download speed - 10mbps; upload speed -3 mbps) The interview and on-boarding process  🤝 Your answers to the application questions below are really important to us, so please take your time on these. Once you've submitted your application, we'll review along with your CV (there is no need to submit a Cover Letter, please use this time to answer the application questions instead ❤️). If you're successful, we’ll send you a take-home task, and if you ace that we’ll invite you for a half-day assessment centre (these run every few weeks). At the assessment centre you’ll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to make money work for everyone! 🚀  We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until later in the year - please still apply!  You'll spend your first two weeks in training (Monday-Friday) between 09:00-18:00, and we'll give you all the tools and training you need. You need to be available full time in Cardiff for the first week, but we can be a bit more flexible to fit your circumstances in the second week, if you've got caring or studying commitments for example. Please let us know if you'd need any adjustments to make this work. Questions about this role? Head over to our careers page to read our FAQs ( www.monzo.com/careers ) or email  ops-hiring@monzo.com

The champion on all things Customer Service , you will ensure that all queries and complaints are managed in a timely and friendly manner   About The Job Explain our FAQs and elaborate on our customer application processes Understand our Islamic and Conventional customer journey from start to finish  Answer customer queries and complaints via phone, email, live chat, and social media Assist in establishing our Customer Service manual, code of conduct and SOPs By being the first port of call of many current and potential customers, you will be an important member of the microLEAP team and expected to live and breathe our values At all times be compliant with Securities Commission's rules, regulations & guidelines   Job Requirements Minimum Diploma or Degree holder Up to 3 years Customer Service experience in the fintech, banking or financial services sector Willing to join our start-up journey Looking for hungry superstars looking for the next step-up   Our Culture   microLEAP – small steps, BIG IMPACT microLEAP is a Malaysian fintech startup looking to launch a Peer-to-Peer (P2P) Financing Platform focused solely on the microfinance sector (the B40 to lower M40 income group) where Issuers may raise crowd-sourced funds with minimum hassle.   FINTECH STARTUP We recently received approval by the Securities Commission (SC) Malaysia to operate a P2P financing platform. microLEAP made it to the Top 18 teams of UNCDF’s Financial Innovation B40 Challenge as well as the Top 11 teams of 1337 Ventures'​ Alpha Startups: Fintech Edition.

BANQIA is looking for a Star Intern to join our Sales department and learn everything about the Payment & Crypto currency world We are looking for an eager, smart and hungry individual to join our 6 month full-time internship program. Our teams are growing very fast and the support given by interns is key for the day to day operations and for Banqia´s  growth. A significant part of our staff started as interns, so this could be your chance! The Role By joining BANQIA you will: You will develop high level proposals for our top clients You will coordinate with other departments (sales, marketing, operations, HR...) You will work in a dynamic and demanding environment Learn how to master Powerpoint, Excel and Bloomberg Learn how to analyze and fully understand a company's operations Learn side by side with the Sales team by supporting them in their day to day duties. REQUIREMENTS You The ideal candidate will possess: Relevant Degree in Finance, Economics or Business Administration (any focus on Payments/Crypto & FX will be a plus). Outstanding analytical skills You feel VERY comfortable working with Excel and powerpoint Great Interest in Finance, Forex and Crypto Crurrency Excellent level of English and Spanish. Any other language skill is a plus. BENEFITS About the Job Career opportunities after finishing the internship period. Internships lasts from 4 to 6 months in a full time basis. Start date: ASAP

Would you like to combine your foreign language skills with your job? Are you an active listener and positive person? We have a job for you!   Customer Service Representative with  Danish / Swedish / Norwegian / Finnish Place of work: Riga (Latvia)   Requirements: - Fluent language skills in Danish / Swedish / Norwegian / Finnish (writing and speaking) (B2+/C1) - Intermidiate English level (B1/B2) - Active listening skills and high communication level   We offer: - Employment contract - Full-time or part-time job with flexible working hours - Benefits bundle – private health care, sport card, group life insurance - Work in the morern office with a relax area - Relocation bundle - Full paid professional training - Double salary for work while the weekend - Lots of wage bonuses and promotion opportunities   You will take care of: - our customers (scandinavian languages speakers) by incoming phonecalls, chat messages and e-mail - Providing information and solving occurring problems - Preparation of statements and reports - Analysis of customer needs and expectations   Interested with this job? Apply now! Send your CV to the e-mail address  m.czarnecka@irkl.pl We will call you back and tell more about job details Don’t forget to add to your CV a clause on the use of personal data: „I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)”.

We’re looking for an experienced, people focused Customer Operations Quality Assurance Manager to ensure our customers are treated fairly and receive awesome standards of service at all times. At Monzo, we believe there’s a better way to do banking We really care about providing a phenomenal experience for our customers, and we want to be the best possible bank without getting stuck in the old ways of doing things, or trying to duplicate quality assurance  frameworks seen in other banks. We’re at the start of our journey to serve a billion customers We’ve made some good progress so far! We now have more than 500 staff, over a million lovely customers and a full UK banking licence. We have a current account and overdraft, and lots more   planned . We need to deliver delightful experiences that treat customers fairly Reporting to one of our Squad Directors, the successful candidate will lead the Quality Assurance (QA) team & agenda for customer operations. The QA Manager will be responsible for - Designing and owning the QA framework, including determining and agreeing in-house quality standards, attitude to risk appetite and procedures. Designing and agreeing an ongoing roadmap of initiatives to support customer delight, compliance & scalable process improvement. Delivering the QA plan, identifying issues requiring improvement and potential themes Identifying relevant remedial actions (via root cause analysis) and working with key stakeholders to drive improvement eg, changing processes, adapting new start training material accordingly. Acting as a catalyst for change and improvement in performance / quality across Customer Operations. Ensuring deadlines are met to adhere to Treating Customers Fairly principles as well as other standards as specified by the regulator & senior stakeholders. Actively creating and/or maintaining minimal scalable processes to ensure we are fair to customers at all times. Build and maintain a robust customer centric feedback loop with process owners Lead ad hoc customer operations improvement initiatives that are agreed from time to time. Identifying training needs on a team and individual level as well as influencing ad hoc and periodic training to ensure team quality. Design relevant customer operations metrics that simply and robustly identify risk & compliance improvement areas. Chair the monthly Customer Operations quality assurance meeting where relevant metrics are reviewed and plans created in partnership with stakeholders. The successful candidate should be able to demonstrate the following - Essential: Experience within a regulated sector either in a risk and/or QA related role. Ability to identify risks and prevent, manage and/or escalate as appropriate Experience of managing a team and improving performance Desirable: Comfortable with data and preferably has basic SQL, G Suite API knowledge. Knowledge and experience of implementing FCA principles & Treating Customers Fairly. Be working towards or already Lean Six Sigma certified Strong influencing and stakeholder management skills, and ability to challenge others, as well as having exposure to senior management Our vision of ‘making money work for everyone’ is dependent on every Monzonaut committing to putting customers first. We're also committed to employing a diverse and inclusive workforce, reflective of the customers and communities we serve – where everyone can be themselves and succeed. So if this sounds like a culture that you'd like to be a part of then be assured that we'll welcome your application. We offer a competitive salary plus stock options and other benefits. This role can be based in our London or Cardiff office, or remotely with fairly regular travel to our offices.

Customer Service Representative  We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team in our Las Vegas office. This is our first office outside of the UK, and you’ll be vital in ensuring we’re able to serve our one million customers 🙌 At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We are always here to help as every customer gets access to 24/7 customer support through our app  🚀 You’ll be at the heart of Monzo Our mission is to make money work for everyone, and while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better 💪 Since we started, we’ve been busy building the best current account in the world and now have 100,000 new customers signing up with Monzo every month. We need to grow our amazing customer support team to help customers manage their money wherever they are in the world. You’ll know how to fix problems on the spot Every person in customer operations has the power to solve problems quickly and with minimal fuss. We’ll give you all the tools and training you need so you know exactly how payments systems actually work, and you’ll listen to customers’ concerns with positivity, empathy and patience. Then you’ll fix whatever’s up and stop it from happening again 🔧 You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us. We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently 💝 What will you be doing day to day? talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools, or product to make them happier managing our business operations tasks, from making sure all our merchants have the right emoji to checking identity documents dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app) supporting other members in the team by being a point of escalation for other COps and mentoring new joiners. making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them working closely with our financial crime team to act as the first line of defence to help spot and investigate trends investigating and making decisions about payments made on stolen cards, as well as looking into scam websites. After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping our Calls and Social Media team to spending time with our financial crime specialists! You should apply if: you’re a US citizen or have rights to work in the US you're great at explaining things to people, and have flawless written English you delight in investigating awkward problems, getting to the root cause and fixing them you know your way around social networks, and technology interests you you're friendly and super organised you want to be part of the team that makes Monzo!    We offer some amazing benefits!  🙌 These include, but aren’t limited to: 32 days paid vacation per year Healthcare - 100% contribution to medical, dental and vision insurance Generous parental leave policy Work from home (when you need to) Catered lunches twice a week Personal learning budget for books, training courses and conferences to help you learn and grow Team-building, socials and other fun get-togethers The salary for this role is up to $ 33,000 a year.  You'll be working from our office in Las Vegas, but you can also work remotely from home on occasion. You'll work 5 days a week from Monday - Sunday, starting between 8am - 1pm. These will be on a rotational basis, and we'll let you know your shift pattern several weeks in advance. 📆 This position is available on a full-time basis.  If you're successful, we'll send you a take-home task, and if you ace that we'll invite you for a half-day assessment in our office. The next assessment day is likely to be held on Thursday 4th or Friday 5th April. You'll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to build the best bank in the world! 💥 You'll spend your first few weeks in training (Monday-Friday) generally between 09:00-18:00. But we can be flexible to fit your circumstances (like childcare or college courses) and we'll discuss with you how best to make this work. We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until later in the year - please still apply!  Take your time with the questions below We pay a lot of attention to your answers when we’re looking at your application. So don’t speed through them, they’re worth spending some time over. Questions about this role? Head over to our careers page to read our FAQs ( www.monzo.com/careers ) or email  ops-hiring@monzo.com

As we push to grow our products, we’re looking for someone who’s had experience in both leading and building a rapidly expanding team, and is deeply familiar with the Complaints Industry to join us.  You will lead a team of Operations Analysts and Specialists. The key focus of role will be Optimisation:  Looking at ways we can redesign the complaints process to have a great service, handled efficiently and quickly, against a compelling vision meeting Monzo’s award winning service expectations Supporting complaints handling:  handling key aspects such as forecasting, scheduling and supporting the cops in the best way possible to enhance success in their role Leadership: Effectively managing a team made up of Operation Analysts and Specialists, motivating the team to excel in their roles and developing the careers of those you manage Data-driven:  Interpreting data confidently and using this information to suggest improvements for the complaints process and subsequently improve outcomes Leading our root cause:  Being able to oversee and develop the business root cause strategy. Manage the business narrative on root cause areas on complaints and actions to be taken. This will involve stakeholder relationships as below. Stakeholder-management:  Managing high-level stakeholder relationships, across several departments including holding conversations with the Board in providing updates within the overall complaints process. You will be responsible for: Designing the Complaints department to work at scale in a  rapidly growing business , across differing product and in line with our product and growth diversification . Ensuring a great interface with our  Customer Operations  business, making sure our Customer operatives have exceptional training, knowledge management and efficiency. Owning and setting required  management oversight information  to ensure we are performing as expected Making  Root Cause insight , core to the design and iteration of our products Building and  structuring the team  - making sure we have the right people, at the right time, as Monzo grows and some requirements may change Striking the right balancing between our regulators and our customers ensuring we are compliant in a highly regulated environment. Owning a great relationship with the  FOS and regulators;  and utilising the rich insights we can get from them Managing  team rituals, planning meetings and retrospectives  - making sure the information flow out from, and into, the team is easy and effective Making 'Complaints' a competitive advantage and pushing the insights learnt; championing what we're doing here (and potentially changing the industry!) You should apply if: You love Complaints and understand the important insight they bring to the business You're product focused and can prioritise based on customer demands, business needs and risk mitigation You can set the vision for the area and create an environment to achieve that You have experience of managing a highly effective operation and how to do that effectively You're a great manager and leader (and this is part of the job you really get a kick out of) You have experience of stakeholder management across the business and externally with regulator and ombudsman. You are an excellent and compelling communicator - both verbally and in writing Logistics The application process consists of a short phone interview, followed by a practical written exercise with a follow up call, and a couple of on-site interviews at our office in London. We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can – whether to help you meet other commitments or to help you strike a great work-life balance. We’re keen to ensure we’re designing a bank that works for everyone, so we particularly encourage applications from different under-represented demographics.

Internally known as Squad Captain Manager. We’re looking for an experienced senior customer support manager to be an empathetic leader for our Squad Captains and Customer Operations (COps) team. Our  customer operations  team is at the heart of Monzo Every person in this team cares about our customers’ problems and is empowered to solve them quickly and with minimal fuss. We work in small squads of 8-10 people, which are split between communication channels and time periods. Some squads specialise in social media responses, helping customers over the phone or responding via in-app chat. As Squad Captain Manager, you’ll provide support and leadership Each Squad Captain supports and coordinates the work of their team members. You’ll directly manage a number of Squad Captains so they can meet their personal and professional development goals. You’ll organise people around you and take quick action when you see a problem coming - whether it’s not enough people covering the right types of queries, a training need, or something going wrong. You’ll listen to your people, guide them through hard times and celebrate their successes. You’ll have responsibility for some disciplinary and grievance matters and work closely with your colleagues in London and Cardiff to make sure that we apply these policies fairly across all areas of COps. Communication between offices is a key challenge You’ll work closely with other Squad Captain Managers and senior stakeholders within COps to share ideas and support each other. You’ll make sure communication between the London and Cardiff offices is seamless, gathering feedback and sharing the same consistent message with all team members. Each day you’ll be: Instilling a strong customer-centric culture and keeping everyone focussed on what really matters: helping our customers with their personal financial lives Helping Squad Captains outperform in their roles by: having regular 1:1s with Squad Captains; giving and receiving feedback about people, process and QA; coaching, mentoring, and developing high performing squads and captains Running Squad Captain group sessions, e.g. knowledge sharing Supporting the interviewing and hiring of new Squad Captains/COps Helping us become an exceptional place to work for the ambitious, highly motivated COps that we hire You should apply if: You have significant senior management experience, ideally in a customer-centric role You’ve led successful teams to achieve their goals and have an empathetic leadership style You’re as comfortable working 1:1 as communicating with large groups You empower your people to find solutions themselves You can motivate teams working on ongoing operational work You are very hands-on and solve problems when you spot them What we are doing at Monzo excites you! You’ll spend your first months on the frontline To be an effective Squad Captain Manager you’ll need to know the ins and outs of the Customer Support job. You’ll have frontline COps training in your first few months and then transition into the Squad Captain Manager role. Logistics: The application process consists of a short phone interview, followed by a practical written exercise and a couple of on-site interviews at our office in Cardiff. Salary approx. £35,000-£45,000 plus  stock options  and other benefits.

We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team in our Cardiff office. At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We're on a mission to make money work for everyone and to do this we need to grow our amazing customer support team to make sure every customer gets access to 24/7 customer support through our app and on the phone.  🚀 COps are the heart of Monzo  ❤️ You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us. We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently. What will you be doing day-to-day?  💬 Providing the best customer support by talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank. Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier. Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them. Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends. Whilst investigating and making decisions about payments made on stolen cards, as well as looking into scam websites. Dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo. Understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app). Plus, being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns. Supporting other members in the customer support team by being a point of escalation for other COps and mentoring new joiners. Plus making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world. After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping out on Social media to spending time with our Financial Crime specialists! Your working life  ☀️ The salary for this role is up to  £22,750 a year (£11p/h) plus unsocial hours allowance . All Monzo team members also get share options as part of their package – read more about what this means  here . You’ll be working from our Cardiff office on an ‘open availability’ contract basis, to make sure we are always here to help and allow 24/7 customer support chat through our app. Your shift pattern will change on a weekly basis, starting no earlier than 6am and finishing no later than 10pm. Read more about the ins and outs of 'open availability'  here .  You should apply if you: you are prepared to be primarily based in our Cardiff office care deeply about delighting our customers are a UK resident (live in the UK for at least 6 months of the year) have the right to work in the UK are comfortable using a laptop are over 18 years old If you're planning to do any working from home from time-to-time, you'll also need: a quiet and private home working space a solid internet connection (download speed - 10mbps; upload speed -3 mbps) The interview and on-boarding process  🤝 Your answers to the application questions below are really important to us, so please take your time on these. Once you've submitted your application, we'll review along with your CV. If you're successful, we’ll send you a take-home task, and if you ace that we’ll invite you for a half-day assessment centre (these will be running on a regular basis from March onwards). At the assessment centre you’ll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to make money work for everyone! 🚀  We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until later in the year - please still apply!  You'll spend your first two weeks in training (Monday-Friday) between 09:00-18:00, and we'll give you all the tools and training you need. You need to be available full time in Cardiff for the first week, but we can be a bit more flexible to fit your circumstances in the second week, if you've got caring or studying commitments for example. Please let us know if you'd need any adjustments to make this work. Questions about this role? Head over to our careers page to read our FAQs ( www.monzo.com/careers ) or email  ops-hiring@monzo.com

WorldRemit -  if the media's to be believed, we're the FinTech startup taking the world by storm - scooping-up awards and more than $140m in funding. OK... all that is true. But we're so much more. WorldRemit is changing the way people send money to family and friends. We're leading an online revolution and laying to rest old-fashioned money transfer agents. At WorldRemit, our customer service team is responsible for a range of crucial functions that make our business tick and keep our customers happy. That includes transaction monitoring - reviewing, approving and sometimes rejecting the more than 300,000 monthly transfers that pass through our service every month. You'll be learning a whole lot about payments, compliance, anti-money laundering and other fascinating aspects of international finance. So, what’s the role? We are currently looking for a  Customer Service Executive fluent in Japanese  to join the Customer Service team in Denver. Managing queries on transactions via phone, email and instant chat. You’ll be the first point of contact for our customers so an attentive manner is a must. A smile on your face will go a long way, too :-) Screening and verifying customer’s identification. Reviewing transactions and identifying suspicious activities. Reporting and escalating said suspicious activities to the relevant department. Research unusual or questionable transactions with the relevant department. Monitor and release transactions. Advising customers on the products WorldRemit offer. What do we want from you? Bachelor’s Degree is essential. Customer service experience previously would be great. But if you genuinely care and want to help and love talking to people, that’s a great start! Fluent in both written and spoken Japanese and English. Tech savvy – proficient in Microsoft Office, general IT skills, data capture experience to name a few areas. Be a team player that can adapt to a fast-paced and changing environment. Highly disciplined, self-motivated, and service delivery focused.  Always willing to go that extra mile. The ability to communicate with people from across the globe is key as our customer base is exactly that.  Worldwide. The patience of a saint :-) There are times when customers will be unhappy unfortunately. You will be relied on to resolve their issues and keeping calm throughout and giving a fantastic customer experience. A fondness of pizza will also help! What can WorldRemit offer you?  A starting salary of $18 per hour (with potential promotional opportunities after 3 months) A generous 401(k) employer match Benefits for medical, dental, vision, disability, and FSA Free Eco Pass for all transit zones Free gym access on premises Company discounts at some of your favorite retailers... and more! Please note that this is a full-time, shift based role. All regular shifts will be 8 hours (not including lunch) and are scheduled between 6:00 am - 11:00 pm. You will need to be flexible to work as part of a shift rotation basis, which can include holidays/weekends and may be subject to change.  Employment with WorldRemit is contingent upon a successful financial and criminal history background check for all new employee hires. Most positions require that the selected candidate pass tests or checks prior to beginning to work, including credit and reference checks

CompareAsiaGroup  is the leading online comparison platform for banking and insurance products in the Asia Pacific region. The Group helps people across Asia save money and make better choices about personal finance with comprehensive, free and independent online comparison tools for insurance, credit cards, personal loans and other financial products. In addition, financial institutions are able to lower customer acquisition costs and efficiently reach consumers through the internet. The Group was founded in 2014 in Hong Kong and currently employs over 200 financial experts and technologists. It has a presence in Singapore, Hong Kong, Taiwan, Indonesia, Malaysia, the Philippines and Thailand. MoneyHero.com.hk  is Hong Kong’s first one-stop financial product comparison platform for Hong Kong consumers. We have been providing unbiased comparisons of financial products ranging from credit cards, personal loans, insurances, mortgages to securities and banking accounts. We only partner with reputable banks and financial institutions to provide the latest and most comprehensive financial product information, allowing you to compare and choose the products that best suit your needs with easy-to-use tools at no costs. We provide free, reliable, up-to-date information to enable individuals and households to find the right products at the most competitive prices. For more details, visit our website at  https://MoneyHero.com.hk THE ROLE The CSO is a brand ambassador for MoneyHero.com.hk, demonstrating our brand values of being friendly, helpful and knowledgeable in the day to day interactions he/she has with customers. This role will be working with both internal and external partners to ensure high quality services to our customers so customers will come back again and again to fulfill all their GI needs through MoneyHero.com.hk. YOUR TASK Customer Support Handle incoming calls and emails from customers on General Insurance product enquiries both pre and post-sale, ensuring a pleasant experience and positive results for the company Prepare and dispatch policies and other standard communications to customers Resolving customer issues and complaints promptly and with calmness and respect Liaise with internal departments and insurance partners to resolve customer inquiries within specified timelines  Logging all customer queries in ticketing system (Zendesk) in a clear and concise manner and adhering to internal SLAs for follow ups and response times. Administration and Business Operations Monitor system performance and take prompt action to ensure policies are generated in a timely manner Generate daily reports on policy sales and other reports as required (Customer feedback, SLA, refunds etc) Update and maintain the customer database system Support campaigns and initiatives that may be launched internally or by insurance providers Provide input on marketing material Provide insights on customer buying patterns and requests Develop and document operational processes SKILLS & REQUIREMENTS Minimum 2 years working experience in General Insurance customer service is a MUST. Qualify as a Technical Representative under the regulations set forth by the HKCIB or PIBA by having passed the required IIQE papers. Good communication skills and pleasant demeanour Customer focused, positive attitude, self-motivated, works well with colleagues Fluency in Cantonese and English, in writing and speaking Familiar with ticketing systems and database software is preferred What can you expect from us? Join a fantastic team   : Work with the top management of the company, with backgrounds from leading consulting, banking and start-up companies. Learn   : Work with a team with a proven track-record of building successful internet companies. Have fun   : A challenging, fun and international environment Grow   : Great opportunities for further career advancements, either within the regional group or in one of our country teams

Role Overview: Reporting to the VP Customer Service, the Head of Customer Service Philippines is responsible for Cebu operations (Including workforce, technology, and physical plant) delivering compliant tactical execution of operating initiatives across multiple customer service channels (including inbound/outbound voice, email and live chat).  Additionally, the role may include site leadership to support the other WorldRemit teams that work in our Cebu site.    Duties: • Leverage customer contact/transaction forecasts to staff and manage 24x7x365 multichannel contact centre operation. • Recruit/hire/train/manage Customer Support team leaders and infrastructure managers (e.g., Customer Support, quality assurance, training, facilities management, and workforce management). • Develop and maintain highly valued and responsive suite of customer contact channels, the results of which include exceptional customer contact experiences, exceptional employee experiences, and a cost-efficient technology-driven operation. • Create an enterprise-aligned, clearly understood and communicated Cebu-site management strategy that favourably impacts revenue and bottom-line financial goals. • Manage an operating budget of approximately £X million and 300+ FTE’s. • Develop and implement appropriate and reliable measures and reporting to support achievement of business strategies. • Coordinate and collaborate with contact centre leaders (London, Denver, etc.), to create and sustain effective contact centre infrastructure teams handling supporting forecasting in language, staffing models, workforce scheduling, and training and employee development, and global compensation and reward systems. • Be a strong, creative customer and advocate for improved systems to support the CS team and the customer • Lead initiatives to evaluate, acquire and integrate workforce management solutions into the enterprise operation. • Provide inspirational and charismatic surprise-free leadership for contact centre staff (customer-facing, infrastructure and back-office), hallmarked by process rigor, appropriate standardization, and consistent performance against targets. • Serve as a subject-matter expert on customer experience and contact centre operations to the WorldRemit leadership team. • Collaborate and coordinate with WorldRemit executive team on the development and implementation of contact centre initiatives. • Develop strategically-aligned objectives and key results (OKRs) and an environment of performance coaching, feedback and reward. • Ensure all contact centre operations are audited regularly and achieve regulatory and policy compliance. • Invest appropriately in business transformation and continuous improvement initiatives. • Recruit and engage exceptional talent. • Travel as required and as necessary to support operations.    Required Skills & Experience: • Bachelor’s Degree in Business Administration or related field. • Minimum 12 years of contact centre operations experience, at least 5 years in a senior/site leader role. • Experience with financial services offerings. • Site management experience as leader of 24x7x365 operation. • Has directly led the maturing of a contact centre’s people, process and technology from fast growth to a stable performing platform • Relevant experience in a management role o within a fast-paced environment, experience in Financial Service preferred. o where Regulatory oversight across multiple jurisdictions was a key factor o where establishing and working with outsourcers has been a key part of the role o where the Operating Model is in development o where the supporting systems were in flux • Proven track record of building strong stakeholder relationships with internal and external partners. • Self-starter, able to work independently as well as part of a team. • A diplomatic and sensitive approach and a calm nature. • Proven track record of making sound decisions with a strong sense of urgency. • A genuine passion for differentiating customer service. • The ability to create, implement and improve demanding processes and procedures. • Experience of training and motivating high-performing customer service teams across multiple cultures and geographies. • Strong analytical skills, communication skills, and interpersonal skills.