Customer Interaction Team Lead

Soldo is here to change the way businesses spend, for the better. So every employee, department, and team is more productive and successful at work. Soldo connects company cards with a powerful management platform so finance teams can distribute money instantly, while staying in control of who spends, how much, where, and on what. With Soldo, budgeting, payments, reporting and reconciliation are simple and efficient. We’re both a financial services and a software company and one of Europe’s fastest growing fintech companies. Operating in the UK, Italy and Ireland, we’re over 350 employees (from 26 nationalities) strong. We’re a place where anyone can thrive. We’re all about doing the right things for the right reasons, high standards, ambition, drive and focus.

What’s in it for you:

• Private healthcare for you and your family
• Flexible working options including working from home or our Marylebone office
• 60 days work anywhere, even outside the UK if you want
• 25 days off a year, plus public holidays as well as Christmas Eve and New Year’s Eve, 2 volunteering days and an extra day off on your birthday
• Genuine career development opportunities, including our mentoring scheme, your own annual £500 learning budget
• Employee Assistance Programme and wellbeing portal

The Role:

The Customer Interaction Team Leader is responsible for the overall delivery of effective and professional customer services to Soldo customers. To effectively deliver support to the Soldo customer this role requires close and effective collaboration with colleagues in AML, Risk, Compliance, and Technology. Ensuring compliance with regulatory obligations as well as the continuous development and management of customer servicing tools, technology, processes. The role is also responsible for ensuring that a regulatory culture is established and nurtured within the team.

Measure, monitor and control the SLAs related to all the customer interaction activities, with a particular focus on customer satisfaction. Regularly analyze customer contacts and identify improvement actions/development to reduce the need for customers to contact CI team and therefore improve the overall service Soldo provides. Monitor day to day management of customer requests, e.g. change of company info/address, adding users and super admins, redemption, chargebacks, reporting on applications onboarding / escalation / rejections and card management. Supervise Customer Interaction activities across all channels (email, phone, livechat) to ensure the highest standards of execution and customer service. Proactively plan and manage with appropriate actions issues likely to impact service delivery, such as system failures or temporary interruptions, new product functionalities or regulatory requirements. Provide input and feedback on existing and new CI procedures and ways of working to ensure compliance, complaints proper handling, fraud prevention, customer satisfaction, timely and efficient servicing, and overall continuous improvement. Work with broader organization to improve business performance by putting in place enhanced CI procedures, processes, and technology to limit fraud cases. Proactively engage with AML, Risk, Compliance team to ensure understanding of regulatory requirements and effective deployment in all Customer Interactions activities and processes. Drive enhancement and automatization on the chat channel looking at how AI/Machine learning could help.

Execute the Partners Management and BAU operations including:

• Card Processor operational oversight
• Forecasting and stock management of all fulfilment materials
• Ensuring customer facing fulfilment materials are compliant with scheme requirements
• Change management and maintenance of all partner configurations
• Partners (e.g. Mastercard) release notifications and management
• Weekly BAU partner meetings & Quarterly Business Reviews (QBR) with partners
• Jira ticket management and monitoring for partners & Soldo internal teams
• Oversee and execute all the mandates required by MasterCard

Team Delivery and Development:

Lead and develop the team by ensuring adequate team training, regular and effective 1-2-1s, and review of individual and Team KPIs driving both a regulatory culture, and one of continuous improvement. Support the Customer Interaction team in professionally resolving customer queries and managing escalation cases as required. Provide leadership and second line support for the management, investigation, reporting of fraud and complaint cases. Ensure that the required level of fraud detection and prevention training is provided across the team. Participate in cross-functional projects/initiatives representing the CI function. Ensure a regulatory culture is established and nurtured across the function.

We’re looking for someone who must have:

• Experience of working in a regulated and service oriented financial service environment.
• Proven experience in effective leadership of customer servicing teams in regulated businesses.
• Excellent people leadership skills and track record.
• Proactive, driven, solution oriented, and highly organized.
• Performance driven, motivated by continuously driving improved performance and KPIs.
• Excellent spoken and written skills. Additional language skills welcomed.
• Experience in working in a fast-paced environment.
• Professional telephone and written manner, with good listening skills.
• Ability to build and maintain good working relationships.
• Analytical approach to problem solving.
• Knowledge of MS Outlook, Word and Excel, Zendesk and Salesforce.
• Flexible approach to work, with the ability to multitask.