Complaints 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 Complaints Specialist, you'll take ownership of customer complaints, investigating, resolving, and escalating complaints when necessary, as well as provide feedback and recommendations to improve processes and workflows. Put simply, our Complaints Specialists are the customer problem solvers of Kroo! The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey. Here's what you will be doing: Liaising with the Customer Operations team to investigate and resolve customer complaints Helping customers who may be vulnerable and require further support Taking ownership of customer complaints 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 complaints data trends Provide support, advice and guidance to other departments across the business Requirements We’re looking for someone who: At least 6 months experience in financial services, in a complaints handling role Working knowledge of the relevant regulatory requirements for complaint handling (TCF, DISP) A brilliant eye for detail and an ability to handle investigations with complex issues 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 complaint handling processes Excellent written and verbal communication skills and a genuine commitment to exceptional customer service Benefits What we offer: At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer: 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…