Customer Operations Executive

Funding Circle Ltd.; London; Hybrid; GBP 25,000 - 35,000

Job description

Customer Operations Executive

We are looking for a Customer Operations Executive in our Operations team.

This role sits within the Operations team umbrella and forms part of our Service team. They are the face of Funding Circle and work passionately to make sure our previous Investors have an incredible experience in winding down their accounts and accessing any documentation and servicing their needs.

Who are we?

We’re Funding Circle. We back small businesses to succeed.

At Funding Circle, we believe the world needs small businesses. That’s why we’ve made it our mission to help them get the finance they need to grow.

With more than a decade of expertise under our belt, we’ve built a game-changer of a platform with cutting-edge data and technology that’s reshaping the landscape of SME lending. Say goodbye to lengthy applications and hello to lightning-fast decisions! In just minutes, SMEs across the UK can get a decision, giving them access to competitive funding in a flash.

We know that good business is about good people. So we pride ourselves on providing meaningful, human support as well as fast, hassle free processes to deliver an unbeatable customer experience.

The role

In the Customer Operations team you will assist and help small business owners with queries about funding with us. This role is to provide customer support to our borrowers, helping them understand what Funding Circle can offer them for their growth and expansion needs. As well as offering top quality service to our existing customers, and assisting them with whatever they need.

As a Customer Operations Executive supporting the Sales and Operations Channels, you embody one of our most important selling points: delivering customer value that drives customer satisfaction.

Alongside answering initial enquiries via email or telephone, you will help to deliver excellent customer service across a variety of responsibilities:

1. Dealing with inbound enquiries, via telephone or email answering borrower’s questions/queries.
2. Requesting information from borrowers either by email or telephone.
3. Update the Salesforce CRM system with all relevant information so that loan applications can move through our funnel from application to offer.
4. Proactively problem solving, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day-to-day.
5. Develop strong working relationships with 3rd party suppliers and FC internal departments.
6. Support the Direct business reporting by keeping information accurate and updated.

What we’re looking for

1. Driven to succeed both individually and as part of a team.
2. Dynamic and KPI driven with the ability to work well under pressure.
3. Natural proficient at multitasking with strong time management skills.
4. A transparent communication with the customer - delivering both good and bad information.
5. Adaptable and ready to provide feedback on our products and how customers are feeling to help aid future improvements.

At Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements.

Want to learn more?

We have a huge impact on the businesses that borrow through our platform, the communities they serve and the overall economy (last year £6.9bn of GDP generated). You can read our full Impact Report here: https://www.fundingcircle.com/uk/impact

To see what our customers think, visit our Trustpilot page: https://uk.trustpilot.com/review/fundingcircle.com

And we’re still evolving! Our award-winning multi-product platform is solving more SME finance challenges than ever before. We think big, rally together and meet the needs of SME customers like no other.

Why join us?

At Funding Circle, we celebrate and support the differences that make you, you. We’re proud to be an equal-opportunity workplace and affirmative-action employer. We truly believe that diversity makes us better.

As a flexible-first employer we offer hybrid working at Funding Circle, and we've long believed in a 'best of both' approach to in-office collaboration and non-office days. We expect our teams to be in our London office three times a week, where you can take advantage of our newly refurbished hybrid working space, barista made coffee and subsidised lunches (via JustEat) every day!

We back our Circlers to build their own incredible career, making a difference to small businesses every day. Our Circler proposition is designed to support employees both in and out of work, and it is anchored around four pillars: Health, Wealth, Development & Lifestyle.

A few highlights:

1. Health: Private Medical Insurance through Aviva, Dental Insurance through Bupa, MediCash, access to free online therapy sessions and exclusive discounts with Hertility for reproductive health support.
2. Wealth: Octopus Money Coach, free mortgage advisor partnership and discounts across numerous retailers through Perks at Work.
3. Development: Dedicated annual learning allowance and full access to internal learning platform.
4. Lifestyle: Wellhub (for fitness discounts), Electric Car Scheme and more!

And finally, we have award winning parental leave policies supporting parents through enhanced maternity, partner and adoption leave, as well as additional leave for parental bereavement and for fertility treatments.

Ready to make a difference? We’d love to hear from you.

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