Customer Service Associate

About Salary Finance Salary Finance is one of the UK’s fastest growing free employee benefits. Who we are: Salary Finance has grown from an idea in 2015 to a breakthrough FinTech platform and movement today. We support a community of 4M employees across 575 clients (inc 20% of the FTSE 100) in the UK and US, and provide a suite of financial employee benefits, to help employees improve their financial health and happiness. Our platform provides salary-linked savings, loans, pay advances, insurance and financial education. We are a company with 200 brilliant and passionate colleagues in 3 countries and to have the backing of great investors (Blenheim Chalcot, Legal & General, Experian, Goldman Sachs, Royal London) with £100M in equity and £500M in debt funding raised to-date. Our social mission is deeply intertwined with our expertise in financial technology. All of the benefits we offer—simple savings, early access to earned pay, affordable loans, and insurance—are fully accessible via our custom-built digital platform. This allows us to deliver the simplest, quickest, and most secure customer journeys possible. We have received 70+ recognitions for our products and societal contributions. Among them, we are particularly proud to have been recognized as ‘Responsible Business of the Year’ by The Prince’s Responsible Business Network (BITC), in addition to being awarded ‘Best Financial Wellbeing Provider’, ‘Ethical Financial Services Provider of the Year’ and ‘Consumer Champion of the Year’ in 2020 alone. The role As a Customer Service Associate at Salary Finance, you will be a crucial part of our customer operations team, ensuring that our regulatory communications are handled efficiently, and our customers receive exceptional support. You will collaborate closely with the Customer Service Manager and the London customer operations team, contributing to the development and enhancement of our customer service processes. Key Responsibilities: Respond promptly and professionally to customer inquiries via live chat and email, ensuring a seamless and positive customer experience. Diagnose and resolve customer queries related to loan applications, payments, and account updates. Interpret and explain company policies, financial products, and service terms accurately to customers. Maintain detailed and accurate records of all customer interactions and resolutions in the CRM system. Prioritize and escalate unresolved or complex issues to relevant departments (e.g., tech support) in a timely manner and follow up diligently, providing regular status updates to customers. Troubleshoot basic technical issues (e.g., login problems, document upload errors) and collaborate with the tech team to report and resolve system-related issues. Ensure compliance with data protection regulations (e.g., GDPR) when handling sensitive information. Adhere to standard operating procedures (SOPs) and service-level agreements (SLAs) to meet…