Customer Support and Operations Specialist

Job Overview

We’re seeking exceptional Customer Support and Operations Specialists to join our team and make a real impact. As the first point of contact for our retail banking customers, you’ll manage account inquiries, resolve technical issues, and guide customers through our products and services. Your friendly, proactive approach will be key to delivering a standout customer experience, helping us maintain high satisfaction levels and fostering strong relationships.

This role goes beyond customer support - you’ll be at the forefront of innovation, driving change across our team and operations. Whether it’s refining internal processes, enhancing AI chatbots, or testing new product features, your contributions will be essential in elevating the customer experience at LHV.

What You’ll Be Doing

• Deliver high-quality customer support across evolving service channels as new tools and contact methods are introduced.
• Support customers with current accounts, savings, payments, debit cards, and general banking services.
• Identify and support vulnerable customers, ensuring appropriate care and tailored outcomes.
• Handle and resolve customer complaints fairly, in line with regulatory expectations.
• Carry out a range of operational tasks beyond front-line support, using modern technology and AI-driven tools.
• Develop and maintain daily operational processes that improve service quality and customer interactions.
• Proactively identify opportunities to improve customer experience and operational efficiency.
• Contribute to cross-functional projects that enhance and expand our retail banking proposition.

We’re Looking for Someone Who

• Has strong experience in customer service or support, ideally within financial services, banking, or fintech.
• Has hands-on experience handling regulated customer complaints and understands fair customer outcomes.
• Is genuinely customer-focused, with a strong sense of empathy, active listening, and clear communication.
• Has experience with debit card services and associated processes.
• Demonstrates excellent written and verbal communication skills.
• Is comfortable with technology and enthusiastic about automation, new tools, and AI.
• Has experience using Salesforce or a similar CRM system.
• Can work independently while collaborating effectively within a high-performing team.
• Brings strong problem-solving skills and exceptional attention to detail.