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About the Role

Supports new and existing customers with their financial and service needs via a range of channels, delivering an excellent customer experience. Helps Britain and Northern Ireland prosper by ensuring customers receive fair outcomes, are dealt with efficiently, and referred appropriately, especially vulnerable customers. Acts in line with Group Values, Behaviours and Codes of Responsibility and supports LBG priorities.

Responsibilities

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.

Requirements

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.
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.
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.
Understanding customer needs and delivering personalised support, adapting your communication style to provide clear, fair and effective guidance.
Adjusting your approach, priorities and ways of working as customer needs, products and processes evolve, whilst maintaining up-to-date knowledge.
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.

Skills

Customer Service
Collections
Financial Services
Emotional Intelligence
Managing Customer Vulnerability
Accountability
Decision Making
Customer Centricity
Communication
Adaptability
Continuous Learning
Numeracy
Literacy

Location

London - Curve office in Paddington

Work Type

Hybrid Working
Full time
Reduced Hours

Experience Level

New and existing customers
Multiple Customer Success Agents

Salary/Compensations

£31,379 - £33,030

Benefits

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.

About the Company

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.
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.
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.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper.
Across the Group, our colleagues are focused on making a difference to customers, businesses and communities.
With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve.
Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

Equal Opportunity

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're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve.
Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.