Customer Service Associate

About Selina

At Selina Finance our mission is to give people access to the wealth they have in their homes and were doing that by building a nextgeneration digital lender starting with a home equity loan product. More than 2tn equity value is locked up in UK homes while homeowners still need to rely on highinterest rate consumer loans credit cards or overdrafts we believe this is unfair and unnecessary. We offer a financing product unlike anything else out there one that is as flexible as a current account as affordable as a mortgage and as easy to apply for as a consumer loan.

We are building an incredible team and culture of high performance development reward and recognition ready for the next phase of our adventure and this is where you come in!

We have quite a few things to be proud of:

Voted top 30 of Tempos 100 best startups to work for 2023

We have 19 different nationalities across our London Manchester offices

Series B funded by leading VC funds

Disability Confident Committed employer
BCorp Certified

Rated highly in our employee survey on:

Workplace Culture

Work Life/Balance

Employee Recognition

Were looking for a Customer Service Associate to join our Customer Service team here at Selina and take responsibility of our customer interactions. Working alongside Fiona our Customer Service Manager and working closely with Chris Hinchcliffe our Head of Operations you will be joining a team with a clear mission. Selina is a fastpaced environment and this role will certainly give you exposure and experience to many aspects of the customer service function.

Were looking for a candidate who has a keen interest in being part of a growing FinTech startup that is constantly evolving and improving. Youll have a questioning mindset and a problemsolving attitude and love working as part of a team but also thrive when working with freedom and responsibility.

What will you be doing

• Taking responsibility for tasks and customer interactions ensuring consistent reliability and accountability;

• Be clear concise and timely in your communications to ensure understanding among all customers and colleagues;

• Have a persistent and resilient approach to gain detailed knowledge of our servicing processes;

• Embrace a strong individual work ethic whilst being an integral part of a highperforming team;

• Consistent personal development to elevate the customer experience and push your colleagues to be the best they can be;

• Build effective relationships with key stakeholders to provide industryleading service to all parties;

• Actively develop yourself and those around you via frequent opportunities to shadow and collaborate with team members;

• Shape the business through appropriate project participation and upskill yourself by engaging with our talented and diverse workforce.

What about you what do you need to bring/have

• Have at least 2 years experience in a Customer Service role within a regulated financial environment;

• Experience in providing customer support primarily via phone and email; experience with webchat is a plus;

• Proven ability to support vulnerable customers with empathy and professionalism including handling complaints effectively;

• Want to be involved and shape an earlystage startup;

• Be customerobsessed and enjoy solving problems for customers and have a Be kind Be useful Getthingsdone mentality;

• Organised and detailoriented with a proactive approach to managing workload and priorities.

• A great communicator with the ability to manage conflicting and demanding situations;

• Acknowledging and learning from mistakes embracing it as an opportunity for growth and development;

Things that would be nice for you to have (please do not let any of these points prevent you from applying):

• Prior experience at a fast paced startup/scaleup;

• Experience with Salesforce Connex and Google Workspaces;

• Familiarity with loan servicing systems (e.g. Phoebus or equivalent platforms).

What we offer

• base salary dependent on experience;

• Biannual Bonus (discretionary);

• Growth Shares;

• 25 days annual holiday;

• Annual L&D budget;

• Cycle to work scheme;

• 3 pension contribution;

• Monthly socials;

• Free access to mental health support via Spill

• A choice of benefits that work for you courtesy of our benefits platform Ben

• Annual 60 cycle allowance for Santander cycles or Evans (via Ben)

Our Values

Our values underpin how we work together as a highperforming team driving our growth and success.

Take Ownership We all act as owners. We make decisions in the best interest of the company. We pride ourselves on solving problems not finding barriers. We have a bias for action; we move fast and we deliver.

Customer Obsessed We all act as owners. We make decisions in the best interest of the company. We pride ourselves on solving problems not finding barriers. We have a bias for action; we move fast and we deliver.

Drive Change We all act as owners. We make decisions in the best interest of the company. We pride ourselves on solving problems not finding barriers. We have a bias for action; we move fast and we deliver.

Empower Our Team We believe that collaboration and teamwork are the cornerstones of success and we set up our team for great achievements

We are an equal opportunities employer and are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender age disability religion belief sexual orientation marital status or race or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

We also welcome and encourage applications from traditionally underrepresented categories and provide feedback to any candidate we interview even if that feedback is speaking to another candidate being more suitable for the role.