Oferta pracy

Complaints Analyst (External Dispute Resolution)

Revolut LTDO firmie

Revolut LTD

al. Jana Pawła II 43a

Kraków

Complaints Analyst (External Dispute Resolution)

ABOUT THE TEAM

Our Customer Service team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does. We're a truly diverse, international group and we work across three European offices.
 
We hire people who know how to act fast, look for root causes and solve problems – not follow scripts. We expect every person to drive change and bring value to Revolut by contributing more than just resolving tickets. We dedicate a lot of time for personal and professional growth and as a result, by the time our agents "graduate" support they are fully trained to rock in any other role in the company (and are in demand from lots of teams!).

WHAT YOU WILL BE DOING

  • Handle incoming requests from external dispute resolution platforms (like FOS in the UK)
  • Represent Revolut for external dispute resolution platforms
  • Identify, analyse, and resolve issues and help implement improvements, not only team wide but company wide as well
  • Analyse case outcomes to identify Revolut’s weak points in order to straighten them
  • Set up (improving) internal procedures
  • Actively contribute to a culture where the fair treatment of customers is a priority
  • Organise and maintain a central archive of all data, ensuring everything is recorded accurately and easily accessible
  • Test and strengthen current quality controls
  • Seek to go above and beyond the role by taking real ownership of problems, policies or procedures from end-to-end
  • Cooperate closely with other departments during the case investigation

WHAT YOU WILL NEED

  • At least 2 years of customer support experience
  • Financial Services experience is a must
  • Experience in working with complaints/disputes Bachelor's degree or equivalent
  • Flawless English (exceptional communication and writing skills)
  • Any European language would be an asset (grammar, brand tone, and voice)
  • Analytical - able to investigate and get to the root of a problem
  • Resourceful - know where and how to obtain relevant information
  • Strategic - know when and how to best utilise means of redress (i.e. refunds including negotiations)
  • Strong problem solving - able to use analysis and resources to efficiently resolve a complex case
  • Meticulous - great attention to detail
  • Strive to improve every aspect of Revolut and yourself
A little about us…When Revolut was founded in 2015, we had a vision to build a sustainable, digital alternative to traditional big banks. Our mission now is to help our customers improve their financial health, empower them to have more control, and promote financial cohesion across the communities in which we operate. Launching into 2020 with 10 million Personal customers and over a quarter of a million Business customers only reinforced our belief in the vast need across the world for better financial services. As our customer base has boomed in the last year, we’ve expanded our team to match that growth. We started 2019 with several hundred employees; we closed it out with 2000.
 
What we’re looking for…Revolut is being scaled up by people all around the world who share our vision. We’re looking for people who align with our four core values: we Never Settle, we Get It Done because we Think Deeper and we’re Stronger Together. You’re the kind of person who wants to join a community of forward-thinking people, all personally and professionally invested in Revolut’s mission. You thrive in a collaborative space where everyone’s learning from each other, and learning fast. We believe in empowering our Revoluters in their work, giving them autonomy and ownership of what they do. We want everyone at Revolut to own their story and their successes - working with us means you’re not just another cog in the machine.
 

The benefits

  • Competitive salary
  • Biannual equity bonuses
  • Roll with a free Revolut Metal subscription
  • Life insurance
  • Private medical care
  • Multisport card

 

If this is YOU, Apply now!

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