Escalation Team Lead

Our client is a leading fintech company providing smart current accounts for sole traders and small companies with offices in the UK, Bulgaria & India. Their engineering centre in Sofia is rapidly growing with over 220 employees nowadays. The company is labelled as one of the fastest-growing fintech scale-ups in the UK. Currently, they are searching for an experienced and well-organised Escalation specialist to take charge of their team who focuses on aiding customers in vulnerable states or difficult situations, providing not only support but also a set of solutions that would ease and mitigate their clients' problems. As the products of the client deal with their financial assets, the issues they resolve are highly delicate and need to be managed with a strong Client First approach, through well-articulated organisation and communication skills and coordinated in a proper and timely manner. The position is based in Sofia, Bulgaria yet there is an option for most of the workdays to be run from home. 
Escalation Team Lead
? Manage a small team of associates who will be handling queries from customers who may be classed as vulnerable or who are at risk of becoming vulnerable.
? Coach and support the team to ensure fairness and consistency
? Mediate between the clients' support and complaints teams to prevent escalations where possible.
? Oversee and evaluate the performance of the team, while providing constructive feedback.
? Act as a liaison to other stakeholders in the business, highlighting any needs for change.
? Promote direct communication with the customers, enabling swift and remedial actions when necessary.
? University degree, preferably in the field of finance;
? 2+ years experience in a similar leading or coaching role;
? Previous experience in working with simplistic Financial Crime processes. 
? Effective communication skills with solid negotiating skills;
? Very good problem-solving skills and attention to detail;
? Experience in compliance procedures and policies;
? Experience with ERP systems (Zendesk, Kustomers, Salesforce);
? Customer-focused and a team player orientation;
Should you consider yourself the right candidate for this role, we would be glad to receive your CV in English.
Only shortlisted candidates will be contacted by our consultants.
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Agency license Number 2123 issued on 04.10.2016
Job Type:
Job Title:
Escalation Team Lead
Bulgaria - Sofia

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