Subject Matter Expert (Complaints)

Job Description

About Revolut People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, our super app has helped 25+ million customers get more from their money. And we're not done yet. As we continue our lightning-fast growth, we believe that two things are essential to continuing our success: our people and our culture. So far, we have 5000+ people working around the world, from our great offices or remotely, on our mission. And we're looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution. About the role Our Customer Support team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does \uD83D\uDE80 We're looking for Subject Matter Experts for the Complaints team for three specialisations: Duty, Insurance, Wealth. \uD83D\uDCE3 If you agree that ultimate user satisfaction is the leading growing force of business, keep reading! ⭐ If you're ready to put your experience and ideas into practice to improve Revolut products and services, keep reading! ✨ If you’re ready to stop providing a service and join us in delivering WOW to our customers instead – let’s get in touch \uD83D\uDC47 What you’ll be doing • Providing consultation to complaints analysts via Service Desk • Participating in Revolut product launches • Collaborating with change management and product owners in order to ensure that all processes are implemented in a timely manner • Taking care of maintenance of Confluence Space and constantly working on processes improvement in your respective area • Creating new or improving existing trainings and e-learning materials • Monitoring queues and performing analysis on incoming volumes • Depending on specialisation - taking ownership of some processes which might involve but are not limited to queue management and resolving most complex complaints if required • Running other initiatives to ensure that the complaints team has a high level of product and process knowledge Duty SME • Taking full ownership of all the tasks delegated and understanding of all risks related to the tasks • Working on continuous improvement of all owned processes and suggesting more efficient solutions where applicable Insurance SME • Taking full ownership of managing insurance queue • Resolving insurance related complaints if required • Working on continuous improvement of processes and learning materials in respective line of expertise • Supporting trainers, RCA and change management team with new process and product launches • Reconciliation of insurance complaints as well as executing other risk controls in place • Working with product team on product launches and feedback including compliance Wealth SME • Taking full ownership of managing wealth/trading queue • Resolving most complicated wealth related complaints if required • Participating in Crypto related training and later on offering cases consultations in this topic • Working on continuous improvement of processes and learning materials in respective line of expertise • Supporting trainers, RCA and change management team with new process and product launches • Working with product team on product launches and feedback including compliance What you'll need • Flawless English - exceptional communication and writing skills (grammar, brand tone and voice) • Knowledge of Revolut product & all its features inside out • Great understanding of complaints policy and relevant processes • Understanding of how new product & feature impacts existing functionalities and processes • Ability to get to the core of the issue to provide answers to the questions • Effective communication skills • Strong analytical skills • Motivation to improve every aspect of Revolut and yourself • Previous experience working for Revolut (6 months) in Complaints team additionally, for Duty SME • Ability to start shift early (6 am polish time latest) to ensure all operational processes has been executed in a timely manner • Great time management • Very good understanding of complaints team operations including queue management • Ability to prepare detailed schedules including split per duty (WIW + spreadsheets) • Strong troubleshooting skills Insurance SME • Ability to provide consultation about insurance related complaints topics Nice to have • Proven track record of engaging in informal SME role Compensation range • Vilnius: €1,900 - €2,400 gross monthly* • Lithuania: €1,900 - €2,400 gross monthly* • Other locations: Compensation will be discussed during the interview process *Final compensation will be determined based on the candidate's qualifications, skills, and previous experience Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team. By applying for the above position, you will confirm that you have reviewed and agreed to our Data Privacy Notice for Candidates . #LI-KL2 Apply for this job