Vulnerable Customer Support Specialist

What We’re All About at Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Vulnerable Customer Specialist, you'll take ownership of customers vulnerabilities and help to provide exceptional customer service for those with additional requirements, as well as prove feedback and recommendations to improve processes and workflows. The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

• Interacting with and supporting our vulnerable customers
• Taking ownership of customers vulnerabilities and escalating where necessary
• Collate accurate MI and provide feedback and make recommendations to improve processes and workflows
• Carry out regular root cause analysis to provide information on vulnerability data trends
• Provide support, advice and guidance to other departments across the business
• Helping to create a monthly Vulnerable Customer forum to deliver information to relevant areas of the business

• At least 6 months experience in financial services
• Previous work experience relating to the vulnerability sector
• Knowledge of signposting to relevant charitable organisations
• A brilliant eye for detail and an ability to handle complex issues
• A desire to help customers who need further support
• The ability to work independently, whilst part of a team, to deliver in a fast-paced work environment
• The ability to meet deadlines in line with our vulnerable customer processes
• Excellent written and verbal communication skills and a genuine commitment to exceptional customer service

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days:
  We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program:
  We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support:
  We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension:
  We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment:
  We provide top-of-the-line equipment necessary for smooth hybrid work, including a Mac Book laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office:
  When you're in the office, you'll enjoy access to our modern, bustling workspace in Farringdon, Central London.
• Cycle to Work scheme:
  We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme:
  We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave:
  We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth:
  As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

We can be flexible with the structure of our interview process if someone's circumstances or timescales require it but our general structure is:

• People screen and quiz interview - 45 mins
• Technical interview challenge with the hiring manager - 45 mins
• Head of division interview - 45 mins

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic…