Customer Service Representative

Role Profile - Customer Service Representative Role Title Customer Service Representative Business Function Operations Hiring Manager Chantel Ford Location Wrexham Who we are & what we do Founded in 2016, Chetwood Financial is a digital bank using technology to make people better off. At Chetwood, we think differently. We act differently. Unlike traditional banking models, we're not obsessed with customer ownership and cross-selling other products. We use our banking and technology experience to design and manufacture stand-alone financial products that meet the needs of those using them and by building unique and dynamic products, we make engaging with personal finances easier than ever before. We're always on the lookout for exceptional talent to join the team who share a belief in making a positive difference - making financial services better for customers by challenging conventions. Role Purpose Delivery of great customer outcomes through interactions with customers and supporting the wider business. Talking directly to customers online and making outbound calls, as well as managing exceptions, handling customer accounts and data. Supporting lending and deposit products to maximise learning opportunities. Responsibilities * Representing the brand and company when speaking with customers. Work hard to ensure the customer is satisfied with the solution you offer, in their first contact. * Responding to customer queries and resolving issues through multiple channels, including web-chat, email and phone calls. * Drafting emails and letters to customers that comply with regulation, as well as on occasion, responding to Data Subject Access Requests from customers. * Problem solving is crucial, as a new business we need to react to new problems and issues faced by our customers, you will be expected to apply your judgement to solve problems for customers, not just follow a standard approach. * You will be expected to work with customer accounts, and financial data, attention to detail is crucial. You must be accurate and precise, with an eagerness to learn new systems and methods. * Dealing with customer complaints in line with regulatory frameworks and policies, whilst remaining focused on the customer and the outcome. * Investigating fraudulent applications. A forensic approach and a curious nature with strong judgement will be required, not to mention being trustworthy and acting with integrity. * Identify how the tools and processes you use could be improved and changed. Challenge the way things are done. Essential Skills and experience * Training will be provided to cover technical aspects of the role, which may include complaint handling, fraud investigations and our systems and processes. You will be a quick learner, but also have strong foundations and experience in interacting with customers, and working with detail and data. * Excellent communication skills (written and verbal), in order to effectively communicate with customers. Demonstrating warmth, empathy and understanding is crucial. * Able to understand customer problems and break them down in order to find solutions. * Strong attention to detail and experience working directly with customers account data as well as any sensitive data. * Experience handling customer complaints and complex customer cases, ideally over the phone or online. * Relevant experience in customer facing roles. Ideally would be in a start-up / scale up and / or financial services. * Studied to at least A-Level or equivalent with a good academic background. Minimum of GCSE grade C in English and Maths. Desirable Skills and experience * Financial services experience is preferable, ideally within a smaller company or financial technology ('FinTech') organisation. * Fraud investigations, including decision making and / or understanding of fraud methodologies. * Experience working with vulnerable customers and within associated policies and procedures. * Experience working within underwriting and / or collections departments. * Contributing to new processes, and assessing effectiveness. What we offer * A relaxed, sociable and flexible working environment. * Great benefits including: life insurance, pension, private medical insurance (including dental and optical), free breakfast and drinks, monthly social events. * Competitive salary. * Opportunity to work for a progressive and exciting company. Chetwood highlights Here are just a few examples of what we've achieved so far and what's coming soon. * Secured strategic investment from Elliott Advisors of 150mil of capital, underpinning the planned growth of the business over the next few years. * Secured a full banking licence from the PRA in 2018 - the only retail bank to do so that year. * Launched the LiveLend Reward Loan; the world's first dynamic loan that responds to improvements in customers' credit score. * Secured several distribution partnerships with our lending product and have already seen 400%+ growth in new busin