Customer Service Specialist
Core
Second-line support specialist handling complex escalations and queries for Zopa Bank's Point of Sale and Buy Now, Pay Later products.
Role type
Senior Customer Service Specialist (Escalations & Quality)
Builds
High-standard customer experience for Zopa Bank's lending and banking products
Domain
Fintech / Banking
Deliverable
client delivery
Required skills
Complex query resolution, Escalation management, Service level adherence, Multitasking, Process improvement, Empathetic communication, Digital self-service guidance, MS Office proficiency
Preferred skills
Point of Sale servicing experience, Buy Now Pay Later experience, FCA regulations knowledge, Fintech environment experience, Social media customer service
Responsibilities
Handle high volume of inbound/outbound interactions (phone, chat, email), Respond to agent queries, Resolve complex banking product issues, Investigate and escalate complex issues, Maintain service quality and SLAs, Advocate for customers with internal teams, Support continuous improvement initiatives, Guide customers to digital self-service tools
