About the Organisation

Within the next 5 years, to empower over 1 million members to improve their financial stability without stress

Creditspring is a UK based online consumer lender. The company was formed in 2016 and obtained the FCA license in 2018. Creditspring’s focus is on providing a modest credit safety net for consumer’s emergency expenses or simply peace of mind should unexpected costs arise – delivered in a socially responsible and transparent manner.

Creditspring provides a highly attractive solution where products such as predatory payday loans, credit cards and overdrafts fail.

About the Customer Operations Department

We have built our company and our product around our members and the Customer Operations Team plays a key role in keeping our members satisfied and our services relevant to their needs. The job requires you to deal with customer issues and proactively solve problems. Service excellence, customer care and satisfaction are the core of who we are, and your contribution has a direct impact on our organizational success.

About the role

As part of our growth strategy, we have started a customer operations centre in Bengaluru, India working full time from our office. You will be part of this growing team that is responsible for handling queries from our UK based customers. You will work alongside the UK team to provide a rich customer experience.

Work Responsibilities

• Respond to inquiries from various channels including phone, e-mail, live chat, and social media
• Manage customer account information, queries relating to balance payments, payment schedules and customer complaints
• Provide an overview of Creditspring’s products and offering to existing and potential customers
• Escalate inquiries or issues that cannot be resolved to senior team members and/or the Operations team
• Proactively spotting patterns and improvement areas in our product and expanding your knowledge in other key areas of the Operations
• Document, manage, and track issues to resolution
• Handle customer inquiries and queries as per the Service Level Agreements
• Conduct root cause analysis on cases to identify continuous improvement ideas
• Deliver an outstanding customer experience by utilising several in-house and external systems
• Present issues to all levels of management in a way that creates meaningful discussion to determine the appropriate outcome
• Work & collaborate closely with the London based Customer Support team

Experience and Skill Requirements

• At least 1 year of experience handling customer issues (preferably in the financial services industry)
• Being expressive and powerful in communication style and can make an impact on others
• Experience using CRM tools to track and manage customer contact and interactions.
• Have strong problem solving and troubleshooting skills to proactively analyze and resolve issues
• Strong working knowledge of Microsoft Office (Word, Excel, Outlook)
• Capable of working individually as well as a team player
• Ability to plan the workload, manage priorities and address ad-hoc requests
• A self-driven person with a willingness to learn and aspirations to grow
• Identifies business opportunities and is willing to take calculated risks
• Ability to perceive things differently and come up with different solutions and methods which would not only bring about positive results but would also generate a lot of interest among people
• Consider other’s views and opinions, showing genuine interest in listening to them and would also adapt to any change in a situation very well.
• Good at building relationships. This can result in the individual bringing in a lot of business relationships into the organisation