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We’re on a mission to build the world’s greatest social bank. We believe that banking needs to change for the better. When money is used correctly, it can transform our daily lives and positively impact the planet.

We’re a varied team of experienced tech, customer experience, marketing, legal and banking professionals and we’re looking for highly motivated and inquisitive people who want to understand customer behaviour and how to deliver the best customer experience.

As a Card Operations Specialist, the role will centre around looking after all things card-related; including investigating card transactions and making sure our cards are working correctly. You’ll have strong project management skills alongside immaculate communication skills to work with all of the relevant stakeholders to ensure processes are documented and reviewed regularly.

You’ll be working closely with our Head of Customer Operations and collaborating with all of the functions within (Customer Service, Card Operations, Payment Operations and Complaints).

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

Here's what you'll be doing

• Assisting with card and transaction-related queries from customers and the wider business
• Using your knowledge of the card schemes to assist with queries both internally and externally
• Monitoring and testing of card transaction queries and products
• Supporting the Customer Operations team during outages/incidents
• Develop processes and work alongside Process Mapping Analysts to continuously improve these
• Proactively spot patterns in customer behaviours and trends to improve the customer journey
• Work collaboratively with the rest of the operations team as we continue to scale

We’re looking for someone who:

• Has experience in a Card Operations function within the financial services industry
• Has outstanding knowledge of card payments guidelines (Visa and Mastercard) and scheme rules
• Experience using relevant tools Visa Resolve Online (VROL), Mastercard, Intercom, Slack etc.
• Shows proactiveness and ownership skills to solve customer problems
• Enjoys the startup environment
• Is customer-focused
• Has a high level of organisation

• Has excellent written and verbal communication skills

What we offer:

• 35 total days holiday (25 annual leave, 8 bank holidays, 1 Kroo bank holiday [June 24th], and 1 day off during the week of your birthday)
• 3 personal health days
• An employer-sponsored volunteer programme (up to 4 hours per month supported by our partner Matchable)
• Access to Spill, our mental health support partner
• A workplace pension, with 5% employee contribution and a 3% employer top off
• After 1 year of service, access to £500 from the Kroo Learning Fund for career-related L&D
• All equipment you need to work remotely effectively, with a MacBook Pro as standard
• Access to our modern, bustling office in Manchester
• Access to our Cycle to Work scheme
• Access to our Electric Car scheme
• An enhanced parental leave policy
• Room to grow and excel within a fast-paced, high growth start-up
• As of January 2023 you get full healthcare for you and your nuclear family via Vitality.

Office/remote working

Currently, the majority of Kroo is working fully remotely. Working remotely has changed many of our lives for the better and we are behind in continuing the benefits of flexibility once restrictions are lifted. At the same time, we have a beautiful office in Manchester, which, when used for the right things, can be a useful and powerful tool. Currently, we see a blended model of working 1-2 days a week in the office, so candidates that are able to travel in occasionally are the best fit for our current working practices. Please note: Our ambition is to be a truly 24/7 customer-focused bank. In order to achieve this, you'll be working shifts across 5 days (Monday - Sunday) and 37.5 hours per week. The shifts will be provided well in advance, but typically range between 6am - 10pm.

Diversity and Inclusion
We are firmly committed to creating and maintaining a diverse and inclusive workplace in which all employees are valued, respected, safe, supported, and listened to without judgement or prejudice. These principles apply to all, regardless of race or ethnicity, age, gender, gender identity or expression, national origin, sexual orientation, mental or physical ability, religion, appearance, political beliefs, educational background, class, and position or tenure within the company. Diversity, Equality and Inclusion are central to the direction we take at Kroo and are considered across all aspects of our business. Please let us know if you need reasonable adjustments for any part of the recruitment process and we will be happy to assist.

To all recruitment agencies: Kroo Bank does not accept agency resumes. Please do not forward resumes to our job adverts and Kroo Bank employees. Kroo Bank is not responsible for any fees related to unsolicited resumes.