Customer Service Representative

Stealth Startup; London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Performance bonuses

Stock options eligibility after one year

Job summary

A cutting-edge fintech firm based in London seeks a Financial Concierge to deliver an innovative financial service. The role involves researching financial options, guiding customers in optimising their finances, and presenting personalised solutions. With hybrid working options, candidates should demonstrate strong customer empathy and relationship-building skills. This role offers a base salary of £30,000 with performance bonuses potentially increasing total compensation significantly.

Qualifications

• Genuine care for understanding and meeting customer needs.
• Ability to foster trust and strong relationships.
• Self-driven capacity to independently research and find actionable solutions.

Responsibilities

• Engage prospective customers through outreach.
• Introduce service via personalised communications.
• Guide customers through financial data setup.
• Analyse financial information to provide solutions.
• Research optimal financial products and services.
• Present personalised financial solutions.
• Continuously monitor customer circumstances for optimisation.

Skills

Customer Empathy

Relationship Building

Resourcefulness

Proactivity

Tools

GPT

Claude

Job description

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We're building an innovative fintech startup designed to help people escape the stress of living paycheque to paycheque. By offering a "done-for-you" financial concierge service, we optimise every area of customers' financial lives—from negotiating better rates on insurance and loans, restructuring debts, and finding discounts on daily expenses like eating out and dog food, to intelligently managing credit and mortgages. Our goal is simple yet transformative: to return 20% or more of our customers' income directly back into their pockets each year, enabling financial security, stability, and freedom without requiring significant lifestyle sacrifices.

We've raised rounds of investment from prolific angels, ex Wise, Canva, Robinhood, Google, KPMG and more.

Location: Hybrid working (3-4 days in office), currently in the middle of an office move. Office will remain Central London, likely around Waterloo.

About the Role

As a Financial Concierge, you are central to delivering our transformative financial concierge service. You will serve as both a meticulous researcher and an empathetic relationship manager, guiding customers through optimising their financial decisions. You'll personally facilitate significant savings, empowering customers to reach their financial goals and improve their lives tangibly and immediately.

Key Attributes We Seek:

• Customer Empathy: Deep, genuine care for understanding and meeting customer needs.
• Relationship Building: Excellent ability to foster trust and strong relationships with customers.
• Resourcefulness: Self-driven capacity to independently research, analyse, and find actionable solutions.
• Proactivity (High Agency): Ability and eagerness to take initiative, think creatively, and independently pursue the best outcomes for customers.

Core Responsibilities:

Research & Servicing Process:

• Customer Acquisition: Engage prospective customers through both cold and warm outreach.
• Personalised Onboarding: Clearly introduce our service via personalised communications (email, text, or video calls), persuading prospects to experience the Stealth Startup difference.
• Client Setup: Guide new customers through initial communications setup (WhatsApp group transitioning to proprietary chat app) and manage secure collection of essential financial data.
• Comprehensive Analysis: Thoroughly analyse each customer's financial information, extracting insights tailored specifically to their financial situation, goals, and unique life context.
• Market Research: Investigate and identify optimal financial products and services (e.g., insurance, credit cards, loans, utilities) to secure significant savings based on customer-specific criteria.
• Presentation & Execution: Clearly present personalised financial solutions, highlighting tangible benefits and savings. Facilitate or directly execute recommendations (negotiations, applications, etc.) for customers.
• Ongoing Optimisation: Continuously monitor customer circumstances and market developments, proactively updating recommendations to maintain and maximise ongoing savings and value.
• Savings Measurement & Billing: Verify and measure customer savings, transparently billing customers at 10% of realised savings, ensuring accuracy and trust.
• Actively leverage advanced AI tools and internal platforms (e.g., GPT, Claude, Operator, Bolt) to enhance research accuracy, depth, and operational efficiency.

The Concierge Experience:

Beyond financial optimisation, you'll provide a personalised, empathetic, and supportive experience. You will be a trusted partner to customers navigating sensitive financial decisions, creating memorable moments of delight through attentive, personalised service.

Compensation

• Base Salary: £30,000 per annum.

Performance Bonus

• Maximum achievable bonus capped at £110,000
• Annual base salary growth of at least 20%.
• Stock options eligibility after one year of employment.

Join us at Stealth Startup and play a vital role in fundamentally transforming people's financial well-being, giving them greater control, security, and the freedom to focus on what truly matters in their lives.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Technology, Information and Internet

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