Customer Success Specialist, Curve
Curve Credit
Banking platform consolidating cards & accounts
Job no longer available
Banking platform consolidating cards & accounts
201-500 employees
Job no longer available
201-500 employees
Company mission
Curve is on a mission to simplify the way people spend, send, see and save money.
Role
Who you are
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
Keeping track of spending across multiple credit and debit cards can be a difficult task. Curve lets customers consolidate all of their bank cards into a single card and app, to make it easier to manage spending and access other benefits.
Curve is following in the footsteps of several European neobanks, including N26, Monzo and Revolut, with ambitious expansions plans for the US. Americans have seven to eight cards on average and they typically love rewards, making the market attractive for Curve.
The company has a track record of responding quickly to consumer wants. For example, it has launched cryptocurrency rewards programs to cater to the ever-growing ‘crypto-curious market', as well as partnering with both Berg Watches and Fidesmo to meet expanding demand for wearable payments. In 2022, Credit Suisse backed a $1 billion credit facility for the company, to enable it to scale its lending business.
Steph
Company Specialist
Insights
Many candidates hear
back within 2 weeks
33% female employees
-24% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2023
$75.7m
SERIES C
May 2021
$11.9m
LATE VC
Total funding: $252.2m
Company benefits
- 20 Days Vacation (we actually want you to take this)
- 10 Paid Holidays
- Work from home opportunities
- Competitive salary with employee share options package
- Free Curve Metal subscription for you and +1
- Generous yearly Learning and Development budget
- 10 days per year for training and conferences
- Unlimited book policy
- Life insurance
- Health care cash plan
- Life coaching
- EAP services
- 24/7 GP access
- Annual subscriptions to Calm & FIIT for your mind and body
- Discounted gym membership
- Ride to work scheme
- Nutritionist access
- Discounted shopping vouchers
- Season ticket loan
- Bonus days off for your birthday, moving house and Christmas
- Six nights of Night Nanny for new parents
Company values
- Customer obsession - Start with the customer and work backwards to create meaningful experiences
- Communicate and collaborate - This helps us unify and align so we can move quickly and be empowered
- Challenge everything - Yourself, your colleagues and the status quo. Commit and progress forward together
- Build. Measure. Learn - Strive to learn and find the 'why' to measure our impact and constantly improve
- Automate to accelerate - Eliminate redundant steps to get things done and always focus on the mission
Company HQ
Paddington, London, UK
Articles
Leadership
Shachar Bialick
(CEO)Was Head of Product at Checkout.com. Founded a number of businesses in Israel, and has an MBA from INSEAD.
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