Senior Customer Service Representative

Ayvens believes progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

Please note this is a 0.8-1 FTE role.

As a Senior Customer Service Representative, you will handle customer enquiries across multiple channels, including telephone, e‑mail, social/Whats App and chat. You act as the first point of contact for customer service employees and play a key role in coaching, guiding and supporting the team.

In addition, you will be responsible for administrative checks, KYC and CDD activities, and customer screening. You will also monitor and manage customer complaints and contribute to improving internal processes, work instructions and FAQs.

In short: you are an experienced professional who is strong operationally and serves as a role model within the team.

• Handle customer enquiries across all channels (phone, e‑mail, social/Whats App, chat).
• Act as the first point of contact for customer service employees.
• Monitor, verify and review administrative activities within the team.
• Identify, discuss and implement internal process improvements.
• Coach, guide and support colleagues across all communication channels.
• Perform, process and verify KYC and CDD activities.
• Screen customers using tools such as Lexis Nexis.
• Handle and resolve customer complaints.
• Initiate improvements to processes, work instructions and FAQs.
• Act as a role model within the team.
• Help identify suspicious transactions.
• Observe and report compliance incidents to the Head of Customer Operations/Head of Compliance.

You are a customer‑focused professional with a strong sense of responsibility and a natural ability to guide and support others. You thrive in a role where you not only handle complex customer enquiries yourself, but also help elevate the performance of the entire customer service team.

You are confident in coaching colleagues, providing feedback and acting as a reliable point of escalation. At the same time, you have a sharp eye for detail and feel comfortable working with KYC and CDD processes, ensuring that customer information is handled accurately and in line with regulatory requirements.

You combine empathy with analytical thinking, and you know how to balance excellent customer service with compliance, risk awareness and operational quality.

• Several years of experience in a similar role.
• Strong phone handling skills and excellent listening abilities.
• Solid understanding of customer service principles and best practices.
• Experience working in a financial or regulated environment, with an understanding of compliance‑driven processes.
• Excellent communication and coaching skills.
• Good knowledge of Microsoft Office and Excel.
• Fluent in Dutch, with a basic understanding of English (written and verbal).
• Willingness to work from our Amsterdam headquarters.

• A responsible role within a growing organization.
• Opportunities for development and training.
• A supportive, professional and friendly team.
• Hybrid working options: 50% from home and 50% from the office.

Ayvens Bank is an online savings bank, offering customers a secure and fully digital way to manage their savings. The bank focuses on simple, transparent and accessible savings products, all managed through an online platform. We have a client base of over 290.000 customers spread over The Netherlands and Germany with total assets of more than EUR 14 billion.

Working for Ayvens Bank is like working for any other financial institution, but better. We are a small organization that is part of a bigger company, which gives us many benefits while maintaining an entrepreneurial culture. As colleagues we know each other well, love to help and pride ourselves in offering a very good work-life balance, as well as an abundance of jokes on the days we’re in the office together.

Please send your CV and motivation letter. We look forward to hearing from you!

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