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Customer Operations Executive
Title: Customer Operations Executive
Category: Accounting & Finance
Job type: Permanent
Job status: Full Time
Salary: £22,000.00 - £28,000.00
Salary per: annum
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About the Role

We are seeking a Customer Operations Executive to support our client-facing teams when onboarding and activating new borrowers. In addition, you will be the first point of call for our investors, guiding them through the onboarding process from initial contact through to activation. In this role, you will perform due diligence/AML checks when onboarding customers and resolve customer queries that come directly from investors or from relationship managers who manage our borrower relationships.

The role is suited to an enthusiastic individual with excellent communication skills and strong customer service focus. You will develop a deep understanding of how we work as a business, support borrowers as well as investors, and learn about regulatory requirements for financial service providers. This role is a great way to make your first step into a rapidly-growing and fast-paced financial technology company.

This role reports to the Operations Manager.

Key Activities

Managing a range of support channels (e.g. live chat, email, phones) and resolving customer queries effectively, beating our customers expectations. Working closely with our Commercial team to support the borrower onboarding processAssessing the risk profile of our borrowers according to our Anti-Money Laundering (AML) policy Activating accounts on all systems and setting up mandates Performing required AML checks on individuals identified Working closely with Corporate Development to support the investor activation processAssess the risk profile of investors according to our AML policy Completing AML checks on investors Activating accounts on all systems Answer investor queries related to onboarding on our live chat/telephone/email Collecting and analysing customer feedback Supporting Operations and other teams with administrative tasks and on one-off projects which aim to improve our onboarding processes and documentation Requirements

Previous Experience

Proven work experience in a role that requires strong attention to detail and excellent communication skills in particular the following:Experience in customer-facing support function Experience conducting KYC/AML checks on customers Salesforce end-user experience is a plus Work experience in financial services and start-ups strongly preferred Competencies & Traits

We expect you to be…

Process driven - You understand processes intuitively and are constantly on the lookout to improve the way you work. Collaborative - You seek first to understand and then to be understood. You can liaise with different teams and have the natural ability to relieve tension in difficult situations. Focused - You prioritise and systematically pursue what really drives value, always having the end in mind. This allows you to handle multiple deadlines as well as conflicting interests effortlessly. You have the ability to work alone when needed. Attention to detail - You have the ability to manage administration tasks accurately whilst providing a high level of customer service. Adaptability – You have the confidence, patience and flexibility to connect with a wide range of people and adapt effectively in a fast-paced environment. Reflective - You have demonstrated in the past that you actively seek constructive feedback and apply it positively in a self-motivated way. You pay attention to details and think about the implications of what you are doing. A good CV or highly relevant work experience alone are often not a good indicator of role- and culture-fit. You should see yourself in the above list of competencies/traits and company values. During the interview stages, you will be tested systematically on each of them.


A competitive salary (£22,000 to £28,000, depending on experience) Employer pension contributions of 5% of your base salary Training, equipment and IT budget The tools you require to get the job done A strong and clear company culture focused on growth Participation in an employee equity scheme 25 days of holiday, plus bank holidays Free access to bike storage, showers, and changing facilities Free breakfast & fruit Budget for books, weekly lunch & learns, a busy social calendar and more.. The role is based out of our London office. We are located 2 minutes from Aldgate station, and just over 5 minutes from Liverpool Street station.

We are proud to be an equal opportunities employer.

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