Vulnerable Customer Support Specialist

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 Vulnerable Customer Specialist, you will take ownership of customers' vulnerabilities and help to provide exceptional customer service for those with additional requirements, as well as provide feedback and recommendations to improve 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:

• Interacting with and supporting our vulnerable customers
• Taking ownership of customers' vulnerabilities and escalating where necessary
• Collating accurate MI and providing feedback and making recommendations to improve processes and workflows
• Carrying out regular root cause analysis to provide information on vulnerability data trends
• Providing support, advice and guidance to other departments across the business
• Helping to create a monthly Vulnerable Customer forum to deliver information to relevant areas of the business

We’re looking for someone who:

• Has at least 6 months experience in financial services
• Has previous work experience relating to the vulnerability sector
• Has knowledge of signposting to relevant charitable organisations
• Has a brilliant eye for detail and an ability to handle complex issues
• Has a desire to help customers who need further support
• Can work independently, whilst part of a team, to deliver in a fast-paced work environment
• Can meet deadlines in line with our vulnerable customer processes
• Has 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 Farringdon, 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:

We can be flexible with the structure of our interview process if someone’s circumstances or timescales require it but our general structure is: People screen and quiz interview - 45 mins, Technical interview challenge with the hiring manager - 45 mins, 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:

At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in London is a splendid space that serves as a valuable and potent resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office for 1-2 days a week. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 6am to 10pm.

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.