Complaints Specialist

What We’re All About at Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers.We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Complaints Specialist, you'll take ownership of customer complaints, investigating, resolving, and escalating complaints when necessary, as well as provide feedback and recommendations to improve processes and workflows. Put simply, our Complaints Specialists are the customer problem solvers of Kroo!

The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

Here's what you will be doing:

• Liaising with the Customer Operations team to investigate and resolve customer complaints
• Helping customers who may be vulnerable and require further support
• Taking ownership of customer complaints and escalating where necessary
• Collate accurate MI and provide feedback and make recommendations to improve processes and workflows
• Carry out regular root cause analysis to provide information on complaints data trend