Customer Service Associate

About Selina Finance, our mission is to give people access to the wealth they have in their homes, and we’re doing that by building a next-generation digital lender, starting with a home equity loan product. More than £2tn equity value is locked up in UK homes, while homeowners still need to rely on high-interest rate consumer loans, credit cards or overdrafts, we believe this is unfair and unnecessary. We offer a financing product unlike anything else out there, one that is as flexible as a current account, as affordable as a mortgage, and as easy to apply for as a consumer loan.

We’re looking for a Customer Service Associate to join our Customer Service team here at Selina and take responsibility for our customer interactions. Working alongside Fiona, our Customer Service Manager and closely with Chris Hinchcliffe, our Head of Operations, you will be joining a team with a clear mission. Selina is a fast-paced environment and this role will certainly give you exposure and experience to many aspects of the customer service function.

We’re looking for a candidate who has a keen interest in being part of a growing FinTech start-up that is constantly evolving and improving. You’ll have a questioning mindset, a problem-solving attitude, and love working as part of a team, but also thrive when working with freedom and responsibility.

What will you be doing:

• Taking responsibility for tasks and customer interactions, ensuring consistent reliability and accountability;
• Be clear, concise, and timely in your communications to ensure understanding among all customers and colleagues;
• Have a persistent and resilient approach to gain detailed knowledge of our servicing processes;
• Embrace a strong individual work ethic whilst being an integral part of a high-performing team;
• Consistent personal development to elevate the customer experience and push your colleagues to be the best they can be;
• Build effective relationships with key stakeholders to provide industry-leading service to all parties;
• Actively develop yourself and those around you via frequent opportunities to shadow and collaborate with team members;
• Shape the business through appropriate project participation and upskill yourself by engaging with our talented and diverse workforce.

What about you, what do you need to bring/have?

• Have at least 2 years experience in a Customer Service role within a regulated financial environment;
• Experience in providing customer support primarily via phone and email; experience with webchat is a plus;
• Proven ability to support vulnerable customers with empathy and professionalism, including handling complaints effectively;
• Want to be involved and shape an early-stage start-up;
• Be customer-obsessed and enjoy solving problems for customers and have a ‘Be kind, Be useful, Get-things-done’ mentality;
• Organised and detail-oriented, with a proactive approach to managing workload and priorities;
• A great communicator with the ability to manage conflicting and demanding situations;
• Acknowledging and learning from mistakes, embracing it as an opportunity for growth and development.

Things that would be nice for you to have:

• Prior experience at a fast-paced start-up/scale-up;
• Experience with Salesforce, Connex and Google Workspaces;
• Familiarity with loan servicing systems (e.g., Phoebus or equivalent platforms).

What we offer:

• £28,000 - £30,000 base salary, dependent on experience;
• Bi-annual Bonus (discretionary);
• Growth Shares;
• 25 days annual holiday;
• Annual L&D budget;
• Cycle to work scheme;
• 3% pension contribution;
• Monthly socials;
• Free access to mental health support via Spill;
• A choice of benefits that work for you courtesy of our benefits platform, Ben.
• Annual £60 cycle allowance for Santander cycles or Evans (via ‘Ben’)

Our Values:

• Take Ownership - We all act as owners. We make decisions in the best interest of the company. We pride ourselves on solving problems, not finding barriers. We have a bias for action; we move fast and we deliver.
• Customer Obsessed - We prioritize our customers and strive to meet their needs effectively.
• Drive Change - We embrace change and seek to improve continuously.
• Empower Our Team - We believe that collaboration and teamwork are the cornerstones of success and we set up our team for great achievements.

We are an equal opportunities employer and are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. We also welcome and encourage applications from traditionally underrepresented categories, and provide feedback to any candidate we interview, even if that feedback is speaking to another candidate being more suitable for the role.