Customer Support Specialist

Summary

Join Kroo Bank as a Customer Support Specialist and be the first point of contact for our customers, resolving queries and troubleshooting problems. You will provide exceptional customer service through various channels, proactively identify areas for improvement, and work with the financial crime team. This role requires front-line or back-office banking experience and excellent communication skills. Kroo offers a supportive and collaborative environment with opportunities for professional development. We provide a comprehensive benefits package including generous holiday time, personal days, mental health support, a workplace pension, top-notch equipment, and enhanced parental leave. Currently, the role is primarily remote, working 4 nights on and 4 nights off.

Requirements

• Have front line or back office banking experience
• Have experience in customer service in the financial services industry
• Be interested in how technology can improve people's lives
• Enjoy the startup environment
• Be customer focused
• Have a high level of organisation
• Have excellent written and verbal communication skills
• Have a high level of empathy and the ability to connect with other people

Responsibilities

• Provide and maintain exceptionally high levels of customer service via live chat, email, phone and social media
• Be the first port of call for customer complaints and concerns to make sure that they're treated fairly
• Show proactiveness and ownership skills to solve customer problems
• Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to serve them better
• Identify customers who might be vulnerable and ensure we support them when needed
• Work closely with our financial crime team to act as the first line of defence to help spot and investigate trends
• Understand, prioritise and escalate customers' feedback and feature requests to the product team
• Support other members in the Operations team by being a point of contact and mentoring new joiners

Benefits

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel
• You get full healthcare for you and your nuclear family via Vitality
• Office/remote working