Financial Health Customer Support Team Member
Job Description
Job title: Financial Health Customer Support Team Member
Company: Starling Bank
Job description: Job Description:Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.About the role:This is an exciting opportunity to join our growing customer service team.If you have a broad and diverse background in financial services or customer service, enjoy a challenge and won’t be put off by complex situations, we are recruiting for Financial Health Customer Support Team Members who will be able to identify solutions for customers showing signs of potential financial difficulty. You will have excellent listening abilities and be able to explain things clearly with an empathetic approach, tailoring each contact to the individual customer needs. You will help our customers navigate through financial challenges with excellent problem solving skills, showing ownership and accountability. You will deal with inbound and outbound calls, online chat and emails.Our recruitment process:Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious.All candidates will receive a response from your application. If progressed, we will then invite you to record a one-way video to tell us about yourself or book a call with someone from our talent acquisition team. If successful following the first stage, we will invite you for a final stage video interview with a Team Leader. They will be able to give you even more insight into the role and about life at Starling and talk to you about your experience.Working arrangements:The first six weeks will be spent full time in our Cardiff office for training & induction. We’re passionate about improving work life balance and therefore commit to providing a rota at least 6 weeks in advance and offer hybrid working – you’ll spend around 35% of the time in the office with your team and 65% working from home.Shifts: Full time rotational shifts between 8am-8pm Monday – Friday, Saturday or Sunday 9am-5.30pm (1 in 4 weekends) and occasional bank holidays.Key responsibilities
- You will be the first point of contact for customers that may be experiencing some level of financial difficulties and need our support. This could be through chat, email, inbound or outbound calls.
- You will ensure a high level of customer service is provided to our customers, offering all relevant information allowing them to make informed decisions
- You will be able to review each case gaining detailed knowledge to understand the customer’s situation to help agree on the right action plan.
- You will provide support and assistance whilst assessing the customer’s needs
- Agreeing fair and sustainable solutions for the customer
- You will be responsible for conducting affordability assessments with our customers where appropriate
- Identifying and referring customers to third parties for further support
- Undertake all activities in accordance with the required regulations, Company Policies and Guidelines to ensure customers are provided with a good outcome.
- Attention to detail is key.
- You will demonstrate a proactive, inquisitive and problem solving nature to assist our customers.
Requirements:
- It is essential you have Customer Service experience including customers with financial difficulties
- Experience of working in a customer focused environment supporting complex queries
- The ability to empathise and actively listen to our customers
- The ability and resilience to deal with distressing calls and be able to handle with care
- Strong team player with a positive attitude
- Evidence of excellent communication skills, both written and verbal along with listening and questioning skills.
- Effective questioning to gather all relevant information
- Knowledge of Consumer Duty
Benefits:
- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary & group income protection
- Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
- Generous family-friendly policies
- Incentives refer a friend scheme
- Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
- Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing
About us:You may be put off applying for a role because you don’t tick every box. Forget that! While we can’t accommodate every flexible working request, we’re always open to discussion. So, if you’re excited about working with us, but aren’t sure if you’re 100% there yet, get in touch anyway.We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice.By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.
Expected salary:
Location: Cardiff
