Customer Service Associate

Job description

**About Salary Finance** Salary Finance is one of the UK’s fastest growing free employee benefits. Who we are: Salary Finance has grown from an idea in 2015 to a breakthrough FinTech platform and movement today. We support a community of 4M employees across 575 clients (inc 20% of the FTSE 100) in the UK and US, and provide a suite of financial employee benefits, to help employees improve their financial health and happiness. Our platform provides salary-linked savings, loans, pay advances, insurance and financial education. We are a company with 200 brilliant and passionate colleagues in 3 countries and to have the backing of great investors (Blenheim Chalcot, Legal & General, Experian, Goldman Sachs, Royal London) with £100M in equity and £500M in debt funding raised to-date. Our social mission is deeply intertwined with our expertise in financial technology. All of the benefits we offer—simple savings, early access to earned pay, affordable loans, and insurance—are fully accessible via our custom-built digital platform. This allows us to deliver the simplest, quickest, and most secure customer journeys possible. We have received 70+ recognitions for our products and societal contributions. Among them, we are particularly proud to have been recognized as ‘Responsible Business of the Year’ by The Prince’s Responsible Business Network (BITC), in addition to being awarded ‘Best Financial Wellbeing Provider’, ‘Ethical Financial Services Provider of the Year’ and ‘Consumer Champion of the Year’ in 2020 alone. **The role** As a Customer Service Associate at Salary Finance, you will be a crucial part of our customer operations team, ensuring that our regulatory communications are handled efficiently, and our customers receive exceptional support. You will collaborate closely with the Customer Service Manager and the London customer operations team, contributing to the development and enhancement of our customer service processes. **Key Responsibilities:** - Respond promptly and professionally to customer inquiries via live chat and email, ensuring a seamless and positive customer experience. - Diagnose and resolve customer queries related to loan applications, payments, and account updates. - Interpret and explain company policies, financial products, and service terms accurately to customers. - Maintain detailed and accurate records of all customer interactions and resolutions in the CRM system. - Prioritize and escalate unresolved or complex issues to relevant departments (e.g., tech support) in a timely manner and follow up diligently, providing regular status updates to customers. - Troubleshoot basic technical issues (e.g., login problems, document upload errors) and collaborate with the tech team to report and resolve system-related issues. - Ensure compliance with data protection regulations (e.g., GDPR) when handling sensitive information. - Adhere to standard operating procedures (SOPs) and service-level agreements (SLAs) to meet performance benchmarks. - Identify recurring customer issues and share insights with the operations and product teams for process improvements. - Suggest enhancements to FAQs or knowledge base articles to reduce repetitive inquiries. - Promote customer retention by delivering exceptional service and building trust. - Share best practices and customer insights with colleagues to enhance team performance. - Participate in training sessions to stay updated on product changes, new processes, and compliance guidelines. **About you** The ideal candidate will have a track-record in delivering results in a fast-moving business and hence be comfortable with change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role. **Required Skills:** - You enjoy interacting with customers daily, both over the live chat and by email You have an upbeat approach and can think on your feet. - You have exceptional organisational and time management skills, the ability to perform smoothly and consistently in a fast-paced environment. - You are a detail-oriented perfectionist who loves to take on a complex task and gets it done, every time. - You are passionate about technology and social impact and want to help build a business that delivers a meaningful difference to society. - You are resilient, empathetic, collaborative, and self-motivated. - You have experience in a customer or client facing environment. - You delight in solving problems and going above and beyond to treat customers fairly and leave them feeling valued. - You have excellent communication skills and can present complex details, concepts, and information in an easy-to-understand format. - You have an intermediate knowledge of Google Sheets and Excel and able to Manipulate data. **Preferred Skills:** - Customer service experience in a financial services, technology, or employee benefits company. - Experience of working in a regulated environment. - You are familiar with CRM systems Knowledge of G Suite Advanced Excel skills. - You have knowledge of TCF, the Data Protection Act/GDPR, CCA and Anti Money Laundering procedures. **Education Qualification:** - High School Diploma and Above. **About Blenheim Chalcot** Blenheim Chalcot is one of the leading venture builders in the world. We have been building exciting and disruptive businesses for over 26 years across sectors including FinTech, EdTech, GovTech, Media, Sport, Charity and more. These companies are all GenAI enabled and are some of the most innovative companies in the UK and increasingly around the world. The BC team in India has been instrumental to the growth and success of Blenheim Chalcot. Established in 2014, Blenheim Chalcot India serves as a pivotal launchpad for those aiming to make a difference in the realm of innovation and entrepreneurship. Blenheim Chalcot India is driven by a mission to empower visionaries to lead, innovate, and build disruptive solutions. We support our diverse portfolio of ventures and create impactful solutions that shape global trends. We provide a range of services to help new business get off the ground, including technology, growth (marketing and sales), talent, HR, finance, legal and tax, plus so much more! One of our FinTech ventures, Salary Finance is scaling fast and we’re looking to hire high energy, motivated and curious talent to support them on that journey! **What we can offer you** - Be part of the World’s Leading Digital Venture Builder - Have the opportunity to be a part of and learn from the incredible diverse talent in BC - Be exposed to the right mix of challenges, within a culture that promotes continuous learning and development and opportunity to work with Gen AI - A fun and open, if a little cricket obsessed, atmosphere – we own the Rajasthan Royals IPL team! - 24 days of annual leave &10 public holiday days - Private Medical for you and your immediate family & Life Insurance for yourself **Important** At Blenheim Chalcot, we strive to create an environment where differences are not only accepted but greatly valued; where everyone can make the most of their capabilities and potential. We promote meritocracy, competence and the sharing of ideas and opinions. We are driven by data and believe the diversity, agility, generosity, and curiosity of our people is what sets us apart as an organisation. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talent.