Lloyds Banking Group
Customer Success Agent
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CUSTOMER SUCCESS AGENT
Salary:
Bristol: £26,200 - £27,530
Location: Bristol
Hours: Full time - 35 hours per week
Working Pattern: Hybrid
Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of our office sites.
Join Curve, backed by Lloyds Banking Group
Curve recently became part of Lloyds Banking Group, creating a unique opportunity to combine fintech innovation with the strength and reach of one of the UK's leading financial services organisations. As the Group accelerates towards its 2030 ambitions, Curve represents an exciting opportunity to help transform how millions of customers manage and move their money. While you'll work as part of the Curve business, employment for this role will be with Lloyds Banking Group, giving you access to the development opportunities, benefits and support available across the Group.
ABOUT THIS OPPORTUNITY - CURVE CREDIT
At Curve Credit, we're committed to supporting customers at every stage of their financial journey. We understand that managing finances can sometimes be challenging, and we're passionate about helping customers find solutions that work for them while delivering fair and positive outcomes.
Curve puts your finances simply at your fingertips, so you can make smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live.
With Curve you can spend from all your accounts, track your spend behaviour, see unique insights - all with additional security to help keep your money safe. Curve puts you in control of your money in one beautiful place for the first time.
We're looking for multiple Customer Success Agents who are passionate about supporting customers through sensitive financial situations. You'll build trusted relationships, provide personalised support and help customers manage repayments, while ensuring excellent customer outcomes within a regulated environment.
This is a great opportunity for someone who enjoys helping people, making informed decisions and having a meaningful impact on customers' financial wellbeing.
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WHAT YOU'LL BE DOING
- Building strong, trusted relationships with customers to understand their circumstances and provide support where accounts have fallen into arrears.
- Communicating with customers via telephone and email, providing clear, fair and transparent information tailored to individual needs.
- Supporting customers to manage repayments and maximise the benefits of using Curve, while delivering positive customer outcomes.
- Making informed decisions using the information available to support customers in a fair and responsible way.
- Working in line with financial regulations, internal policies and customer care standards.
- Maintaining accurate customer records and updating account information.
- Identifying and escalating customer queries or complaints to the appropriate teams where required.
- Keeping up to date with relevant training, policies and regulatory requirements.
WHAT YOU'LL NEED
We know talent comes from a wide range of backgrounds and experiences, and we welcome diverse perspectives and career journeys. If you're excited by this opportunity, we'd love to hear from you. As a minimum, we'll be looking for evidence of the following skills and experience:
- Customer Service & Experience - Experience delivering high-quality customer service, ideally within a customer service, collections or financial services environment, with the ability to support customers through a range of situations and outcomes.
- Emotional Intelligence & Managing Customer Vulnerability - Build trusted relationships through empathy, active listening and effective questioning, recognising signs of customer vulnerability and adapting your approach to understand customer needs and provide the right support, particularly during sensitive conversations.
- Accountability & Decision Making - Taking ownership of customer interactions, and proactive in seeking solutions, using sound judgement and available information to make fair, balanced decisions that support positive customer outcomes.
- Customer Centricity & Communication - Understanding customer needs and delivering personalised support, adapting your communication style to provide clear, fair and effective guidance.
- Adaptability & Continuous Learning - Adjusting your approach, priorities and ways of working as customer needs, products and processes evolve, whilst maintaining up-to-date knowledge. In a fast-moving environment, you'll embrace change and remain focused on delivering a great customer experience.
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And any experience of this would be really useful
- Experience supporting customers whose accounts are in arrears or experiencing financial difficulty.
- Experience working within a regulated financial services environment.
- Knowledge of complaints handling and customer resolution processes.
- Understanding of GDPR and data protection requirements.
- Strong numeracy and literacy skills.
- Experience maintaining detailed and accurate customer records.
ABOUT WORKING FOR US
We're committed to building an inclusive and diverse workplace where everyone can succeed. We welcome different experiences, perspectives and ways of thinking because they help us better serve our customers.
We're happy to provide reasonable adjustments throughout the recruitment process and encourage applications from candidates of all backgrounds.
We also offer a wide-ranging benefits package, which includes:
- 22 days' holiday, plus bank holidays
- A discretionary annual performance-related bonus.
- Generous pension contribution.
- Private healthcare options.
- Wellbeing support and benefits.
- Colleague discounts and lifestyle benefits.
- Access to learning, development and career opportunities across Lloyds Banking Group.
Ready to apply?
If you're passionate about helping customers, providing support through challenging situations and delivering positive customer outcomes, we'd love to hear from you.
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