Customer Service Specialist

About Abound

We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation.

And we've shown it works at scale. We’ve issued over £1.3bn in loans directly to customers while delivering market-leading credit performance - for every 10 defaults the industry expects, we see only 3. We also reached profitability just 2.5 years after launch.

Backed by £2bn+ of funding from top-tier investors including Citi, GSR Ventures, and Deutsche Bank, we’re recognised as one of Europe’s fastest-growing fintechs (Sifted, CNBC). Now, we’re expanding into new markets and product lines - and we’re looking for ambitious people who want to learn fast, take ownership, and grow with us.

What you'll be doing:

The operations team support our customers throughout the entire customer journey, assisting with queries as they apply for a loan all the way to arranging a suitable repayment plan should they fall into financial difficulty. As a Customer Service Specialist you'll be expected to offer exceptional service at all times and provide tailored support to our customers, if and when they need it.

At Abound we put our customers at the heart of what we do so it’s important that you do too. We're looking for individuals who consistently go the extra mile, exhibit strong work ethic, and treat colleagues and customers respectfully. You’ll work from our Central Milton Keynes office 3 days a week with the ability to work from home for the remaining two.

Who you are

• Extensive customer service experience within financial services (preferably personal loans but any lending experience would be considered).
• In depth knowledge and awareness of the financial services industry and regulations. E.g. FCA Guidelines, experience of KYC/TCF principles.
• The ability to handle and resolve complex customer queries and complaints efficiently and independently.
• Strong attention to detail with a high regard for accuracy.
• Ability to work confidently individually or as part of a team, you’ll be self-motivated, being able to recognise your own strengths and weaknesses, being committed to your own personal development and actively seeking opportunities to maximise contribution.
• A proactive mindset, with the ability to identify problems that may arise and suggest solutions.
• Excellent communication skills whilst liaising with colleagues and other areas of the business.
• Exceptional customer service skills being able to listen, communicate effectively and manage expectations. You’ll be expected to take ownership and accountability of your work on a daily basis.
• Communicate with customers through multiple channels at one time.
• Be results driven and have the ability to work well under pressure.
• You should possess the ability to be flexible, being able to adapt quickly to changing requirements and business demands.
• The ability to work with other members of the team to eliminate process waste which does not add value to the borrower or the business and provide clear and concise rationale for the changes.
• The desire to progress and development their skill set. Joining a FinTech startup is a fantastic opportunity to showcase your expertise. The success of the business relies directly on your actions.
• Experience working with vulnerable customers, complaints and financial difficulty.

What skills you'll need

• Minimum 2 years customer service experience in financial services.
• Experience of handling customer queries and providing an exceptional level of service.
• Excellent communication skills with the ability handle difficult conversations if required.
• Innovative and creating thinking, you’ll be expected to solve problems and think analytically.
• Strong self-management skills – use your own initiative, be flexible and open to any changes whilst working in a fast paced environment.
• Contribute regularly to improve processes and ensure they remain up to date.
• Good standard of education including excellent computer literacy skills.
• Experience logging, investigating and resolving complaints.
• You may be expected to support other areas if the business if required, this is a good opportunity to expand your knowledge in the consumer lending sector.
• Multi-channel experience is preferred, telephony and email communication experience is essential.

What we offer

• Everyone owns a piece of the company - equity
• Hybrid with 3 days a week in the office
• 25 days’ holiday a year, plus 8 bank holidays
• 2 paid volunteering days per year
• One month paid sabbatical after 4 years
• Employee loan
• Free gym membership through WellHub
• Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering