Customer Success Specialist (Curve Credit)

at  Curve

Curve was founded with a rebellious spirit, and a lofty vision; to truly simplify your finances, so you can focus on what matters most in life.
That’s why Curve puts your finances simply at your fingertips, so you can make smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live.
With Curve you can spend from all your accounts, track spend behaviour and provide insights, and security to protect you from fraud. For the first time giving you bright insights and control of all your money in one beautiful place.
We’re developing a ground-breaking product with our customers at the core. Our user base is growing rapidly and we have exceptional metrics. We have funding from the leading names in tech investment, and a visionary leadership team who wants everyone who joins this remarkable adventure, to have the autonomy to masterfully develop their expertise.

WELCOME TO CURVE. ON A MISSION TO HELP YOU LIVE INSPIRED.

Curve Credit is looking for bright, enthusiastic Customer Success Champions to effectively work with and support customers whose accounts have fallen into arrears and maintain all other accounts with a high level of customer service in line with the finance industry regulatory framework. You’ll develop and own lasting relationships with Curve Credit customers. You’ll be empowered to make decisions, which help shape the unique and personalised journey for each Curve Credit customer.

KEY ACCOUNTABILITIES:

• Build and own strong, trusting relationships with customers to understand their current financial situation providing support if they fall into arrears.
• Communicate with customers via email/telephone, providing information which is transparent and fair and adapting the approach accordingly.
• Identify trends and gaps in policies, procedures, strategies and systems to help shape the processes.
• Assist the Credit Servicing lead with developing customer success strategies which support any customers who are having payment difficulties.
• Work with stakeholders throughout the Curve customer lifecycle and with our suppliers to continuously improve and adapt what we do to serve our customers needs.
• Update customer accounts with accurate and detailed information.
• Keep up to date with relevant training and policies.
• Perform additional tasks as and when required.
• Work closely with the Credit Servicing Lead to ensure coverage of all functions and documentation of procedures, strategies, processes and systems.
• Work in accordance with financial regulations and Curve Credit requirements and contribute to credit planning.

SKILLS & EXPERIENCE:

• Monitoring for patterns in incoming cases to evaluate if there is an ongoing issue that needs to be escalated to another team
• Working closely with the Credit Servicing lead to ensure adherence to policies and procedures, deliver and discuss feedback and address any training needs that have been identified.
• Must have previous experience of working in a customer service and/or collections environment and be able to demonstrate effective questioning and listening skills.
• Be confident to make judgement calls, having considered all the information available, to ensure the customer receives the support they require, to manage their arrears and continue to maximise the benefits of Curve with the aim of retaining the customer.
• Be able to demonstrate an understanding of identifying vulnerable customers and adapting communication accordingly.
• Demonstrate high-level verbal and written communication skills along with an ability to adapt with empathy and sensitivity to match customer needs demonstrating effective emotional intelligence.
• A professional telephone manner with a mindset and orientation of customer service and care when handling challenging and sensitive conversations.
• Have a co-operative, positive and ‘can-do’ attitude.
• Proactively seek resolutions to problems using the resources available.
• Be able to manage workload effectively.
• Strong understanding of Curve as a product as well as our systems.
• Must have previous experience of working in a collections environment and be able to demonstrate effective questioning and listening skills.
• Ability to demonstrate strong numeracy and literacy skills.
• Overseeing incoming cases from customers as well as managing work streams of customers entering or progressing through the collection process.

Please refer the Job description for details