Operations Support Specialist - Monday - Friday (hybrid)

Our Story Hello there. We’re Zopa. We began our journey in 2005 with the drive to deliver customer-first financial products. Fast forward to 2020, we shifted gears and became a digital bank, leveraging our customer knowledge, money expertise and technical agility to forge ahead. Our diverse team is united by a mission to create simple, fair and honest financial products that have the customers’ needs at their heart. We’re regularly recognised at industry awards for our game-changing products and are proud to be one of the market leaders in consumer lending in the UK. But our work doesn’t stop there. After securing £220 million in our 2021 funding round led by SoftBank, we’ve entered the next stage in our journey. So far, we’ve lent out over £8 billion and made money work better for over half a million people across the UK who were looking to borrow or save with us. In less than 2 years after becoming a bank, we hit £2 billion in customer deposits and we’re also a top 5 credit card issuer in the UK. And this is just the beginning. We’re set on achieving big things with ambitious growth targets to match. This means there's a range of opportunities for you to excel and develop through a career at Zopa, while building better banking products that truly matter to our customers. If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa. For a closer look at our culture, check out our latest video here. And if you want to join us, have a look at our current open roles!
The Customer Operations Support team are a multi-skilled team within our UK Operations function at Zopa. Their aim is to optimise, standardise and automate as many processes as possible where appropriate to help support our ambitions plans for business scale. We understand there won’t always be scope to automate, and we are consolidating all our manual processing into one new team, who will take ownership of the critical back-office processes that require a human touch point. As an Ops Support Specialist, you will undertake a wide range of activities on specialist products and processes to provide support to our valued customers and internal teams with the key focus of ensuring the provision of excellent customer service. You will be required to wear different hats in this role, undertaking a variety of processes with multiple systems. Some key elements to the role will cover; application screening, payment transactions, document processing and review, and many other product specific processes. This is a varied and busy role which provides invaluable support to the operation.
The weekly working pattern for this role is Monday - Friday - 09:00 - 17:30 .

A day in the life:

• Completing a series of administerial procedures and routines to ensure the accurate processing of tasks in line with relevant company procedures and service level agreements
• Accountable for balancing and accomplishing own day to day workload and priorities in a fast-paced environment
• Supporting agreed team targets by covering any gaps in delivery across teams in the best interest of the department and process effectiveness
• Ensure quality work is completed in line with the expected departmental standards
• Participate and contribute to learning varied processes in line with current procedures
• Demonstrate an understanding of and compliance with regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for customers
• Ad-hoc back-office admin duties as required to support he needs of the customer and wider business
• Utilise credit reference agency information and more extensive data to support decisions in the underwriting area of the operation
• Maintain and keep customer data, records and information up to date in appropriate systems, including the handling of customer documents within relevant data protection requirements
• Take ownership for maintaining appropriate knowledge within an ever-evolving department across multiple products and systems in a regulated environment

About you:

• Demonstrable experience of strong customer service focus
• Ability to manage and adapt in a busy, pressurised and frequently changing environment
• High level of accuracy and attention to detail required to manage priorities at pace
• Ability to produce work to a consistently high standard
• Ability to work under own initiative
• Excellent organisational skills, in order to plan and manage multiple workstreams
• Ability to identify and adopt ways to perform tasks in a more efficient and effective manner
• Excellent written and verbal communication abilities
• Ability to show initiative/forward thinking and proactiveness
• High numeracy and literacy skills
• Proficient in Microsoft Office (outlook, word, excel)

Flexible working? Yes please!
Whether you want to come into our open-plan, riverside London Bridge office or work from the comfort of your own home (or both!), you’ll be able to decide on an approach with your manager, looking at what works best for you, your role and your team.
Not only that – you'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

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  Subject to having the right to work in the country of choice

To thrive here, you’ll need to: Champion our customers. Whatever your role, you’ll be close to our customers. We care passionately about doing the best for them. Help us make fearless choices. Our environment is fast-paced, agile and open. You’ll solve interesting and challenging problems, and be trusted and empowered to bring your ideas to life. Walk the talk. Like us, you’ll be honest, stick to your promises and face the tough moments head-on. Win smarter. You’ll be always on the lookout for a better way of doing things, going beyond ‘good enough’ and welcoming different points of view. Be in it together. You’ll join an ambitious, diverse and all-round approachable team with a mix of ideas and talents who inspire each other to be better every day.

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to great products and unique company culture. We simply can’t expect to empower our customers to better manage their money without challenging the current status quo. Creating the best place for money is no easy task, which is why we need talent from all walks of life.