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Starling Bank
,
Cardiff, South Glamorgan
Card Operations Team Lead - Extended Hours
Overview
Job Description
Our card operations analysts work tirelessly on behalf of our customers and we're looking for a motivating and inspirational team leader to support them. We are looking for someone to join our team on a full-time basis and support our growth for a next generation, digital bank around the clock; so this team will work between 6am - 10pm, Monday - Sunday. As a team leader, you will need to lead by example, inspire and motivate as well as support your team members in their development. You will lead from the front and be creative in finding ways to deliver an outstanding service to our customers, whilst also dealing firmly and efficiently with retail disputes and card fraud cases to minimise loss to the Bank. You will be required to work with various internal stakeholders across multiple functions to create best-in-class service while continuously focused on protecting the bank and our customers. Responsibilities include: * Provide support to the Card Disputes Manager by overseeing the day to day work of the Retail Disputes and Card Fraud Analysts within agreed SLAs / KPIs * Working with your Card Disputes Manager to ensure the teams quality and development needs are met on a day to day basis * Actively manage productivity, help schedule resource and manage adherence to shift schedules amongst team members. * Proactively monitor case queues to ensure service efficiency and reduce customer waiting times through effective prioritisation * Positively influence and contribute to the team culture. * Ensure the team provide exceptional customer service via phone and email * Ensure the team handles disputes in line with the Banks policy and regulatory requirements * Assist the team with complex cases and know when to escalate issues as necessary * Provide coaching and support using QA feedback to ensure development and upskilling of team members * Keep abreast of developing trends and patterns to ensure your team is equipped to do their job * Drive a continuous improvement ethos within the team * Positively influence and contribute to the team culture * Work with our Customer Service teams within an extended hours environment * Actively improve processes, workflows and service to our customers Requirements * Experience leading and managing teams to achieve their goals * Experience in overseeing and managing workload and prioritisation of tasks * At least 2 years' experience working in a Financial Institution, preferably in banking * Strong knowledge and understanding of Mastercard chargeback rules and processes would be highly desirable * Accountable leader with strong customer focus * Be a tenacious decision maker * Detail oriented with the ability and desire to work in a team environment * Excellent communication skills, both written and oral * Competent use of Microsoft Office * Strong customer focus * Ability to adapt to, and lead people through change * Ability to balance workload and deal with multiple priorities Benefits * 33 days holiday (including public hols). Youll also get your birthday on us. * 16 hours paid volunteering time a year. * Private Medical Insurance with VitalityHealth. * Contributory pension scheme. * We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more! * Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership. * Access to salary sacrifice benefits such as Cycle to Work scheme. * Gym membership options. * Full details are available on our careers site. About Us: Starling is a leading digital bank on a mission to disrupt the banking industry. Since our launch in 2014, we've surpassed 1.25 million accounts. Our total deposits, meanwhile, have topped 2 billion over the same period. We're a fully licensed UK bank, and we have the culture and spirit of a fast-moving, disruptive technology company. We've won the Best British Bank award three years running, and now employ more than 900 people across our London, Southampton, Cardiff & Dublin offices. Starling Bank is an equal opportunity employer, and were 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. 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.