Customer Support Specialist - Total Service

Purpose of the role:

The High Volume Support Specialist is the frontline owner of trust and retention for our highest-volume customer segment. Your purpose is to deliver service and expert guidance so strong that our most valuable customers become our most passionate advocates. The customers you support are moving large amounts of money. This can be an anxious time, so emotional intelligence, accountability and clear ownership are critical to delivering effective support.

You will own the customer experience end to end, even when other teams are needed to solve the underlying issue. This means you are responsible for clear communication, regular updates, internal coordination, and making the next step easy for the customer. You will not override regulatory, KYC, Financial Crime, or risk decisions, but you will help customers understand what is happening, reduce unnecessary friction, and escalate issues with the right context.

You will support our high-volume Consumer and Business customers, where retention is the North Star metric. This is not a standard support role built around scripts or handoffs. You are a case owner, and you make the customer experience feel overwhelmingly human.

Your core mission is to turn every interaction, whether by email or live channels, into a reason for the customer to stay. You will handle complex enquiries with a solution-focused mindset and a high degree of autonomy. You are the customer’s champion, ensuring that even when things go wrong, the quality of service strengthens loyalty instead of weakening it.

You will work in a dynamic, high-volume environment where efficiency meets empathy. You are empowered to make decisions, solve problems creatively and own the outcome. You will also act as the eyes and ears on the ground, sharing insights with the High Volume Senior Lead to help refine our playbook and reduce friction.

RESPONSIBILITIES

Case Ownership & Resolution

• Take full cradle-to-grave ownership of customer enquiries and issues by default. You are the customer’s single point of contact until the issue is resolved.; you do not "pass the buck." You consistently aim for first contact resolution, demonstrating your commitment to getting the right outcome and not just completing a task.

• Manage a dynamic workflow across different channels, ensuring high-volume demand is met without sacrificing quality.

• Use creative thinking to diagnose complex issues. Move beyond standard operating procedures when needed to find solutions that work for the customer and the business, from both a regulatory and efficiency perspective

• Work closely with other teams, such as KYC and Financial Crime to seamlessly facilitate customer issues and act as an advocate for the customer.

Retention & Loyalty

• Treat every interaction as a retention opportunity. Identify "at-risk" behaviors or sentiments and intervene with high-touch service and real time conversations, anticipating potential needs and likely friction to prevent churn.

• Educate customers on how to get the most out of our products, moving the conversation from "fixing a problem" to "adding value."

• De-escalate friction with professional empathy, transparency and confidence, turning negative sentiment into positive advocacy.

• Participate in initiatives and programmes designed to improve customer retention eg re-contacting self deactivated customers.

• Deliver empowered solutions that solve for tomorrow by proactively addressing future friction points before the customer even identifies them.

Operational Excellence & Feedback

• Maintain rigorous adherence to High Volume KPI’s.

• Act as a feedback loop for the High Volume Senior Lead and wider management team. Use high-level root cause analysis to identify recurring trends, broken processes, customer education opportunities and product bugs that are driving high contact volumes.

• Document unique case resolutions and creative fixes so individual wins become scalable learnings for the wider team and knowledge base

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

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