Customer Services Adviser (Card One Money)

About us

Over the last 18 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.

As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service. We’re doing this by hiring exceptional people and are now looking for a Customer Services Adviser to join our team.

Within our offices in London, Chester and Los Angeles and Europe, Equals comprises of three business lines and brands - Equals Money, FairFX and CardOneMoney. You will join a very close-knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost-effective for our customers.

About the role

Card One Money, part of the Equals Group, is a leading financial technology company who offer a wide range of services, including prepaid debit cards, current accounts, and payment solutions for both individuals and businesses. Our services are designed to provide accessible and convenient banking options for individuals who may have difficulty accessing traditional banking services.

Our mission is to empower individuals and businesses by providing innovative banking solutions that simplify and enhance their financial lives. With a focus on exceptional customer service, we strive to deliver secure, user-friendly, and accessible banking experiences.

As a Customer Service Adviser, you will be responsible for promptly responding to customer inquiries via various channels, including phone calls, emails, and live chat. Your primary goal will be to provide accurate information, address customer concerns, and offer appropriate solutions to resolve issues. Additionally, you will collaborate closely with our internal teams to escalate complex queries, troubleshoot technical problems, and provide ongoing support to ensure customer satisfaction. This role will be based onsite at our Chester office.

Responsibilities

• Act as the first point of contact for customer inquiries, demonstrating exceptional communication skills and a friendly, professional demeanour.

• Respond promptly and effectively to customer questions, concerns, and complaints through multiple communication channels.

• Provide accurate and detailed information about Card One Money's products, services, fees, and policies to assist customers in making informed decisions.

• Troubleshoot and resolve technical issues related to online banking, mobile applications, and card services, ensuring a smooth user experience.

• Escalate complex customer queries or issues to the appropriate teams and follow up to ensure timely resolution.

• Collaborate with internal departments to address customer feedback and contribute to the improvement of our products and services.

• Maintain accurate records of customer interactions, transactions, and inquiries in our customer relationship management (CRM) system.

• Stay up to date with industry trends, product updates, and regulatory changes to provide relevant and reliable information to customers.

Essential Skills

• Prior experience in customer support or a similar role is preferred.

• Strong interpersonal and communication skills, with the ability to empathize, listen actively, and articulate information effectively.

• Proficiency in using customer support software, CRM systems, and other relevant tools.

• Tech-savvy with a good understanding of online banking platforms, mobile applications, and basic troubleshooting techniques.

• Excellent problem-solving skills and the ability to think critically to find appropriate solutions.

• Ability to work independently and efficiently in a fast-paced, dynamic environment.

Our investment in you

We welcome people into the Equals group and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support.

When you join the Equals Group, we aim to help you to get more out of your career. We will also offer you the following benefits;

Benefits

• A competitive salary benchmarked against a peer group.

• 25 days holiday per year + your birthday off

• Opportunities for progression, development and learning new skills - £250 towards the cost of learning & development. 

• Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere

• GetActive with Aviva - Health and Wellbeing discounts on services and products

• Interbank currency rates on travel money and international transfers.

• Bupa Private Healthcare

• Free Eye Test and £50 up to the cost of glasses

• EAP Service - Mental Health Services

• Life Assurance Policy - x3 annual salary

• Contributory pension scheme

• Cycle to Work Scheme

• Season Ticket Loans

• Enhanced Parental Policies

• Complimentary tea, coffee, soft drinks and fruit

• We operate a hybrid working arrangement where possible

Where possible we offer the opportunity to work flexibly and the opportunity to balance some remote working with time in the office collaborating, taking part in events and developing the social connections that make working with us rewarding.

Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences and help us understand what you need to do your best work.