Customer Service Specialist - Savings
Hybrid · London, England, United Kingdom
Job Summary
Customer Service Specialist for Savings at Tembo. Responsible for delivering world-class service to Savings customers via in-app chat, email, and telephony, 7 days a week, liaising with internal/external stakeholders, and driving process improvements. You’ll own training and use of AI-enabled tools (e.g., Intercom AI) to resolve tickets efficiently, collaborate with Operations, Technology, and Compliance, and help customers navigate their savings journey toward mortgage products. Must have fintech/regulated financial services experience; strong communication; ability to triage and escalate to Finance for payments/deposits reconciliations; operate in a Hybrid London office (Central London, 1-2 days/week) and leverage CRM/support tools to maintain SLAs.
Required Qualifications
- Proven experience in a customer support or operations role within fintech, banking, or a regulated financial services environment
- Comfortable responding to customers across in-app chat, email, and phone via platforms like Intercom
- Strong written and verbal communication skills with a focus on empathetic, clear, world-class customer service
- Skilled in triaging queries and issues to internal teams (e.g., ISA Transfers, Payments, Home Purchase) and ensuring timely resolution
- Experience working closely with internal stakeholders such as Finance to resolve payments, deposits, and reconciliation queries
- Ability to follow and improve internal processes while maintaining service-level targets and accuracy
- Confident in using support tools and CRMs, tagging queries, and contributing to feedback loops that improve team workflows
- Detail-oriented and proactive in identifying emerging customer issues or patterns and raising them for process review
- Collaborative mindset, eager to work cross-functionally and support customers throughout their savings journey
Additional Requirements
- None stated
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