Customer Success Agent (Curve Credit)

Curve

Curve

Customer Service, Sales & Business Development
London, UK · Remote
Posted on Wednesday, June 19, 2024

Customer Success Agent (Curve Credit)

  • Risk
  • Hybrid (London)
  • Level 2 (Core)
  • Permanent

Description

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 spend behaviour and provide insights, and security to protect you from fraud. For the first time giving you bright insights and control of all your money in one beautiful place.

We’re developing a ground-breaking product with our customers at the core. Our user base is growing rapidly and we have exceptional metrics. We have funding from the leading names in tech investment, and a visionary leadership team who wants everyone who joins this remarkable adventure, to have the autonomy to masterfully develop their expertise.

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

Curve Credit is looking for bright, enthusiastic Customer Success Champions to effectively work with and support customers whose accounts have fallen into arrears and maintain all other accounts with a high level of customer service in line with the finance industry regulatory framework.

You’ll develop and own lasting relationships with Curve Credit customers. You’ll be empowered to make decisions, which help shape the unique and personalised journey for each Curve Credit customer.

Key Accountabilities:

  • Build and own strong, trusting relationships with customers to understand their current financial situation providing support if they fall into arrears.
  • Communicate with customers via email/telephone, providing information which is transparent and fair and adapting the approach accordingly.
  • Be empowered to make decisions that align with Curve Credit’s mission to do what is best for the customer, supporting them to manage their Curve Credit repayments and maximise the benefits of using Curve.
  • Work in accordance with financial regulations and Curve Credit requirements.
  • Update customer accounts with accurate and detailed information.
  • Keep up to date with relevant training and policies.
  • Perform additional tasks as and when required.
  • Report queries and complaints raised by customers to the appropriate departments or members of staff.
  • Identify trends and gaps in policies, procedures, strategies and systems to help shape the processes.

Skills & Experience:

  • Must have previous experience of working in a customer service and/or collections environment and be able to demonstrate effective questioning and listening skills.
  • Be confident to make judgement calls, having considered all the information available, to ensure the customer receives the support they require, to manage their arrears and continue to maximise the benefits of Curve with the aim of retaining the customer.
  • Be able to demonstrate an understanding of identifying vulnerable customers and adapting communication accordingly.
  • Demonstrate high-level verbal and written communication skills along with an ability to adapt with empathy and sensitivity to match customer needs demonstrating effective emotional intelligence.
  • A professional telephone manner with a mindset and orientation of customer service and care when handling challenging and sensitive conversations.
  • Have a co-operative, positive and 'can-do' attitude.
  • Proactively seek resolutions to problems using the resources available.
  • Be able to manage workload effectively.
  • Strong understanding of GDPR is beneficial.
  • Ability to demonstrate strong numeracy and literacy skills.

Benefits:

  • 25 days plus bank holidays
  • 10 days per year for training & conferences
  • Enhanced parental leave
  • Pension Scheme powered by “People’s Pension”
  • Working abroad policy (up to 60 calendar days per year)
  • Life insurance powered by AIG
  • BUPA Health care cash plan (Individual Level 1 plan with ability to upgrade)
  • Employee Assistance Program (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)
  • Ride to work scheme & Season ticket loan
  • Electric car scheme
  • Bonus days off for your birthday, moving house and Christmas
  • Six nights of Night Nanny for new parents
  • Free Curve Metal subscription for you and your +1