Junior Vulnerable Customer Support Specialist

Kroo

Who you bank with matters. Kroo Home Page.

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Junior Vulnerable Customer Specialist, you'll be responsible for supporting customers with specific needs, ensuring they receive exceptional service and care. You’ll also provide valuable feedback and recommendations to enhance processes and workflows. The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

What you will be doing:

1. Interacting with and supporting our vulnerable customers
2. Taking ownership of customers' vulnerabilities and escalating where necessary
3. Collating accurate MI and providing feedback and making recommendations to improve processes and workflows
4. Carrying out regular root cause analysis to provide information on vulnerability data trends
5. Providing support, advice and guidance to other departments across the business
6. Helping to create a monthly Vulnerable Customer forum to deliver information to relevant areas of the business
7. Supporting bereavements by providing a seamless customer journey

Requirements

We’re looking for someone who:

1. Has at least 6 months experience in financial services
2. Has previous work experience of 1 year relating to the vulnerability sector
3. Has knowledge of signposting to relevant charitable organisations
4. Has a brilliant eye for detail and an ability to handle complex issues
5. Has a desire to help customers who need further support
6. Can work independently, whilst part of a team, to deliver in a fast-paced work environment
7. Can meet deadlines in line with our vulnerable customer processes
8. Possesses excellent written and verbal communication skills and a genuine commitment to exceptional customer service

What we offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in central London.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

About Our Process:

1. People screen and quiz interview - 45 mins
2. Technical interview challenge with the hiring manager - 45 mins
3. Head of division interview - 45 mins

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

Hybrid Working:

Currently, the majority of Kroo is working fully remotely. Working remotely has changed many of our lives for the better and we are behind in continuing the benefits of flexibility once restrictions are lifted. At the same time, we have a beautiful office in Farringdon, which, when used for the right things, can be a useful and powerful tool. Currently, we see a blended model of working 1-2 days a week in the office, so candidates that are able to travel in occasionally are the best fit for our current working practices. Please note: Our ambition is to be a truly 24/7 customer-focused bank. In order to achieve this, in the future you may have to work shifts across 5 days (Monday - Sunday) and 37.5 hours per week. The shifts will be provided well in advance, but typically range between 6am - 10pm. Currently the role is 5 days (Monday-Friday), 9am - 5:30pm and 37.5 hours per week.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.