UNBANKING AGENT
COMPANY SUMMARY
U is all about YOU; a forward-thinking startup business based in the heart of
Sheffield, with a dynamic team of people working towards a true alternative to
traditional banking in the UK.
In building and launching a new type of digital personal account, U has created a
platform that will continue to grow and develop, by placing a focus on added
value and service. At U, a relaxed working environment and a welcoming
company culture enables new ideas, collaboration and a shared vision to change
the future of personal financing.
ABOUT THE ROLE
As an Unbanking Agent you will manage the customer experience through live
chat, social media, our internal messaging system, email contact and telephone –
so customers get the most out of their U Account. Our agents offer great service,
first time every time, making sure throughout that our customers always come first
and they remain happy.
U is not a bank and this is not a standard customer service role. The Unbanking
Agent will join U following the delivery of a significant change programme that will
see U take on greater and more direct responsibility for the delivery of its new,
digital personal account product. We want people who want to join us on our
journey and contribute to it.
The role would be particularly suitable for someone already working in an
operations environment, with experience in financial services preferable but not
necessary. It presents an opportunity for an individual who would enjoy having a
bigger impact in a smaller, faster-paced, less traditional financial services
company. The right skills and behaviours – and the ability to fit into U’s informal
but professional working environment – are equally important.
You will work alongside a small but already well-established and knowledgeable
team. We want people who can help us to keep improving; challenging the “that'show-it’s done” culture.
KEY RESPONSIBILITIES

Respond to our customers as part of our Unbanking Team

Assist in the design of a new community approach to engaging with customers
and prospective customers, to enhance U’s reputation as a forward-thinking,
caring organisation

Capture and record correct and concise information in our CRM system

Be willing to take on the unknown, hold a conversation with the customer and
pay attention to detail rather than relying on a script

Ensure Treating Customer Fairly principles are maintained

Provide great service, first time every time, across all our contact channels. This
includes, but is not limited to
o Social media (Facebook and Twitter)
o Live chat
o Our website
o Telephone (automated and in person)
o Email and secure messaging
o Post (but only if we have to!)
ESSENTIAL

Highly motivated individual who enjoys taking ownership and accountability
when making customer-orientated decisions

The individual will be bright and energetic, and relish conversations with
people in a friendly and open manner

He or she will enjoy digital interactions, particularly using social media

The individual will need to be able to be firm but fair in the handling of
potentially more difficult and sensitive interactions, recognising where there is
potential risk to our business or reputation

Excellent communication skills, particularly written English

Excellent attention to detail

Well organised and self-motivated

The ability to work effectively under pressure and to tight deadlines

IT-literate

Strong time keeping and organisational skills, able to work under pressure
DESIRABLE

Experience working in a customer service arena

Experience working in a multi-supplier environment

Understanding of cards and payments processes in financial services

Experience of working in financial services
JOB DETAILS

Full time with Saturdays on a rota basis

Shift patterns between 8am and 8pm

Eligibility for our bonus scheme, with the potential to earn 10% of salary p/a
To apply, email your CV and a covering letter to [email protected].