We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products. At Creditspring, we offer an affordable subscription-based service that provides access to interest-free loans, allowing customers to cover unforeseen expenses without resorting to expensive credit options. By working at Creditspring, you would be part of a dynamic team dedicated to delivering exceptional customer service, promoting financial literacy, and fostering a supportive and inclusive work environment. You would have the chance to develop your skills, contribute to the growth of the company, and help individuals gain greater control over their financial lives. Our Customer Operations team plays a vital role in keeping our members satisfied. Service excellence, customer care, and satisfaction are the core of who we are, so your contribution will have a direct impact on our organisational success. This role is based in our Bangalore office so you must be able to travel to the office within a reasonable time scale. We operate a fixed working pattern of 11:30 – 20.30 hrs with no business cab facilities available. About the role We are seeking a dynamic Customer Operations Executive to join our Forbearance & Agency team. In this role, you will be responsible for managing customer cases related to both forbearance and agency processes, supporting team leaders, and assisting with continuous process improvements. You’ll play a vital role in maintaining our award- winning customer service standards and ensuring high levels of customer satisfaction. Responsibilities Forbearance & Payment Processes: Communicate forbearance and payment options to customers, ensuring clarity and understanding of available options. Customer Case Management: Manage member queries related to both forbearance and agency processes, offering appropriate solutions based on individual circumstances. S upport Process Implementation: Assist in implementing and managing forbearance and agency procedures under guidance, ensuring compliance with company standards. Collaboration with External Agencies: Liaise with external agencies, collecting and providing necessary information to facilitate smooth processes. Assist in responding to agency-related queries. Customer Inquiry Resolution: Handle customer inquiries with professionalism and empathy, escalating complex issues to senior team members when required. Documentation & Compliance: Maintain accurate records of forbearance and agency agreements and ensure compliance with relevant policies and procedures. Process Improvement: Contribute ideas for process enhancements and collaborate in implementing improvements to streamline operations and better serve our customers. Training & Development: Participate in ongoing training sessions to deepen your understanding of policies, procedures, and best practices for customer service and query handling. What you'll need to succeed Experience: 1-3 years of customer-facing experience (written and voice), ideally in a financial services or similar environment. Communicatio n Skills: Proficient in both verbal and written English, with the ability to clearly communicate complex information to customers. Customer Empathy : A genuine desire to put customers’ needs first and ensure they have a positive experience at every step of their journey. Problem-Solving Mindset: Hardworking, eager to take on challenges, and comfortable solving problems using both software tools and soft skills. Attention to Detail: A meticulous approach to documentation and compliance, ensuring accurate record-keeping and adherence to company standards. Team Collaboration: Ability to work effectively with internal teams and external agencies to achieve shared goals and improve processes. Who You Are: You’re a great communicator who can articulate information clearly and professionally. You approach challenges with a problem-solving mindset and can think creatively to find solutions. You thrive in a fast-paced, customer-focused environment and are committed to delivering exceptional service. You’re proactive, always looking for ways to improve processes and contribute to the success of the team. Don’t meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply. We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self. Please note that the People Team is contactable only via [email protected] . Unsolicited emails to other team members will not be actioned.
We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products. At Creditspring, we offer an affordable subscription-based service that provides access to interest-free loans, allowing customers to cover unforeseen expenses without resorting to expensive credit options. By working at Creditspring, you would be part of a dynamic team dedicated to delivering exceptional customer service, promoting financial literacy, and fostering a supportive and inclusive work environment. You would have the chance to develop your skills, contribute to the growth of the company, and help individuals gain greater control over their financial lives. Our Customer Operations team plays a vital role in keeping our members satisfied. Service excellence, customer care, and satisfaction are the core of who we are, so your contribution will have a direct impact on our organisational success. This role is based in our Bangalore office so you must be able to travel to the office within a reasonable time scale. We operate a fixed working pattern of 11:30 – 20.30 hrs with no business cab facilities available. About The Role We are seeking a dynamic Customer Operations Executive to join our Forbearance & Agency team. In this role, you will be responsible for managing customer cases related to both forbearance and agency processes, supporting team leaders, and assisting with continuous process improvements. You’ll play a vital role in maintaining our award- winning customer service standards and ensuring high levels of customer satisfaction. Responsibilities Forbearance & Payment Processes: Communicate forbearance and payment options to customers, ensuring clarity and understanding of available options. Customer Case Management: Manage member queries related to both forbearance and agency processes, offering appropriate solutions based on individual circumstances. Support Process Implementation: Assist in implementing and managing forbearance and agency procedures under guidance, ensuring compliance with company standards. Collaboration with External Agencies: Liaise with external agencies, collecting and providing necessary information to facilitate smooth processes. Assist in responding to agency-related queries. Customer Inquiry Resolution: Handle customer inquiries with professionalism and empathy, escalating complex issues to senior team members when required. Documentation & Compliance: Maintain accurate records of forbearance and agency agreements and ensure compliance with relevant policies and procedures. Process Improvement: Contribute ideas for process enhancements and collaborate in implementing improvements to streamline operations and better serve our customers. Training & Development: Participate in ongoing training sessions to deepen your understanding of policies, procedures, and best practices for customer service and query handling. What You'll Need To Succeed Experience: 1-3 years of customer-facing experience (written and voice), ideally in a financial services or similar environment. Communication Skills: Proficient in both verbal and written English, with the ability to clearly communicate complex information to customers. Customer Empathy: A genuine desire to put customers’ needs first and ensure they have a positive experience at every step of their journey. Problem-Solving Mindset: Hardworking, eager to take on challenges, and comfortable solving problems using both software tools and soft skills. Attention to Detail: A meticulous approach to documentation and compliance, ensuring accurate record-keeping and adherence to company standards. Team Collaboration: Ability to work effectively with internal teams and external agencies to achieve shared goals and improve processes. Who You Are: You’re a great communicator who can articulate information clearly and professionally. You approach challenges with a problem-solving mindset and can think creatively to find solutions. You thrive in a fast-paced, customer-focused environment and are committed to delivering exceptional service. You’re proactive, always looking for ways to improve processes and contribute to the success of the team. Don’t meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply. We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self. Please note that the People Team is contactable only via people@creditspring.co. Unsolicited emails to other team members will not be actioned.
We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products. At Creditspring, we offer an affordable subscription-based service that provides access to interest-free loans, allowing customers to cover unforeseen expenses without resorting to expensive credit options. By working at Creditspring, you would be part of a dynamic team dedicated to delivering exceptional customer service, promoting financial literacy, and fostering a supportive and inclusive work environment. You would have the chance to develop your skills, contribute to the growth of the company, and help individuals gain greater control over their financial lives. Our Customer Operations team plays a vital role in keeping our members satisfied. Service excellence, customer care, and satisfaction are the core of who we are, so your contribution will have a direct impact on our organisational success. This role is based in our Bangalore office so you must be able to travel to the office within a reasonable time scale. We operate a fixed working pattern of 11:30 – 20.30 hrs with no business cab facilities available. About The Role We are seeking a dynamic Customer Operations Executive to join our Forbearance & Agency team. In this role, you will be responsible for managing customer cases related to both forbearance and agency processes, supporting team leaders, and assisting with continuous process improvements. You’ll play a vital role in maintaining our award-winning customer service standards and ensuring high levels of customer satisfaction. Responsibilities Forbearance & Payment Processes: Communicate forbearance and payment options to customers, ensuring clarity and understanding of available options. Customer Case Management: Manage member queries related to both forbearance and agency processes, offering appropriate solutions based on individual circumstances. Support Process Implementation: Assist in implementing and managing forbearance and agency procedures under guidance, ensuring compliance with company standards. Collaboration with External Agencies: Liaise with external agencies, collecting and providing necessary information to facilitate smooth processes. Assist in responding to agency-related queries. Customer Inquiry Resolution: Handle customer inquiries with professionalism and empathy, escalating complex issues to senior team members when required. Documentation & Compliance: Maintain accurate records of forbearance and agency agreements and ensure compliance with relevant policies and procedures. Process Improvement: Contribute ideas for process enhancements and collaborate in implementing improvements to streamline operations and better serve our customers. Training & Development: Participate in ongoing training sessions to deepen your understanding of policies, procedures, and best practices for customer service and query handling. What you'll need to succeed: Experience: 1-3 years of customer-facing experience (written and voice), ideally in a financial services or similar environment. Communication Skills: Proficient in both verbal and written English, with the ability to clearly communicate complex information to customers. Customer Empathy: A genuine desire to put customers’ needs first and ensure they have a positive experience at every step of their journey. Problem-Solving Mindset: Hardworking, eager to take on challenges, and comfortable solving problems using both software tools and soft skills. Attention to Detail: A meticulous approach to documentation and compliance, ensuring accurate record-keeping and adherence to company standards. Team Collaboration: Ability to work effectively with internal teams and external agencies to achieve shared goals and improve processes. Who You Are: You’re a great communicator who can articulate information clearly and professionally. You approach challenges with a problem-solving mindset and can think creatively to find solutions. You thrive in a fast-paced, customer-focused environment and are committed to delivering exceptional service. You’re proactive, always looking for ways to improve processes and contribute to the success of the team. Don’t meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply. We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self. Please note that the People Team is contactable only via people@creditspring.co. Unsolicited emails to other team members will not be actioned.
We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products. At Creditspring, we offer an affordable subscription-based service that provides access to interest-free loans, allowing customers to cover unforeseen expenses without resorting to expensive credit options. By working at Creditspring, you would be part of a dynamic team dedicated to delivering exceptional customer service, promoting financial literacy, and fostering a supportive and inclusive work environment. You would have the chance to develop your skills, contribute to the growth of the company, and help individuals gain greater control over their financial lives. Our Customer Operations team plays a vital role in keeping our members satisfied. Service excellence, customer care, and satisfaction are the core of who we are, so your contribution will have a direct impact on our organisational success. This role is based in our Bangalore office, and you should be able to commute to the office within a reasonable time. The company provides c ab reimbursement for travel from the office to home in the late evening only for female employees , in accordance with our safety and transportation policies. About The Role We are seeking a dynamic Customer Operations Executive to join our Forbearance & Agency team. In this role, you will be responsible for managing customer cases related to both forbearance and agency processes, supporting team leaders, and assisting with continuous process improvements. You’ll play a vital role in maintaining our award-winning customer service standards and ensuring high levels of customer satisfaction. Responsibilities Forbearance & Payment Processes: Communicate forbearance and payment options to customers, ensuring clarity and understanding of available options. Customer Case Management: Manage member queries related to both forbearance and agency processes, offering appropriate solutions based on individual circumstances. Support Process Implementation: Assist in implementing and managing forbearance and agency procedures under guidance, ensuring compliance with company standards. Collaboration with External Agencies: Liaise with external agencies, collecting and providing necessary information to facilitate smooth processes. Assist in responding to agency-related queries. Customer Inquiry Resolution: Handle customer inquiries with professionalism and empathy, escalating complex issues to senior team members when required. Documentation & Compliance: Maintain accurate records of forbearance and agency agreements and ensure compliance with relevant policies and procedures. Process Improvement: Contribute ideas for process enhancements and collaborate in implementing improvements to streamline operations and better serve our customers. Training & Development: Participate in ongoing training sessions to deepen your understanding of policies, procedures, and best practices for customer service and query handling. What you'll need to succeed: Experience: 1-3 years of customer-facing experience (written and voice), ideally in a financial services or similar environment. Communication Skills: Proficient in both verbal and written English, with the ability to clearly communicate complex information to customers. Customer Empathy: A genuine desire to put customers’ needs first and ensure they have a positive experience at every step of their journey. Problem-Solving Mindset: Hardworking, eager to take on challenges, and comfortable solving problems using both software tools and soft skills. Attention to Detail: A meticulous approach to documentation and compliance, ensuring accurate record-keeping and adherence to company standards. Team Collaboration: Ability to work effectively with internal teams and external agencies to achieve shared goals and improve processes. Who You Are: You’re a great communicator who can articulate information clearly and professionally. You approach challenges with a problem-solving mindset and can think creatively to find solutions. You thrive in a fast-paced, customer-focused environment and are committed to delivering exceptional service. You’re proactive, always looking for ways to improve processes and contribute to the success of the team. Don’t meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply. We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self. Please note that the People Team is contactable only via people@creditspring.co. Unsolicited emails to other team members will not be actioned.
We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products. We're a fast-growing FCA-regulated consumer credit company. We have members, not customers and we take a lot of pride in that! As one of the UK’s only subscription finance company in the market, we truly have a unique value proposition. Our mission is very clear; to improve the financial stability and resilience of our members. We do this through the products we provide, the partnerships we have, and our educational content. We want our members, and everyone in the UK to be able to better manage their finances and steer them away from high-cost, unregulated credit options. We’re a world-class, well-funded, diverse team from over 20 different countries that believes in the product we’re building and the service we’re providing for our members. We’ve grown significantly in the last 18 months and are evolving our Marketing structure to reflect that. About The Role As a Customer Operations Team Leader (Forbearance), you will lead a team of agents responsible for managing member forbearance cases with accuracy, empathy, and compliance. You will oversee daily queue management, SLA delivery, performance reporting, and process improvement across all forbearance workflows. This role requires a balance of strong operational control, people management, and analytical ability. You will work closely with senior leaders in both the UK and Bangalore to ensure consistent quality, efficiency, and fairness in every member outcome. Key Responsibilities Team & Queue Management Oversee daily management of the forbearance queues, ensuring all tickets are actioned within SLA. Monitor performance dashboards, reallocate workload as needed, and proactively identify bottlenecks or risks. Ensure cases are handled consistently and in line with company policy, FCA guidance, and internal QA expectations. Provide daily performance feedback and hold regular huddles to align priorities and address challenges. Process Improvement & Reporting Analyse trends in volume, case types, and outcomes to identify process inefficiencies or training needs. Propose and implement improvements that enhance speed, accuracy, and quality of case resolution. Produce clear and insightful weekly performance reports on productivity, quality, and SLA adherence. Work collaboratively with the UK Operations and QA teams to review process updates and ensure seamless alignment. Training & Quality Lead process training for new joiners and refresher sessions for existing team members. Embed a culture of learning by ensuring all team members are confident in applying process documentation correctly. Conduct quality reviews and calibrations with the QA team, addressing any recurring themes through coaching and feedback. Monitor individual performance against QA and vulnerability scores, ensuring continuous improvement. Leadership & Coaching Inspire and motivate your team to deliver consistently high-quality work under pressure. Set clear performance goals and development objectives for each team member. Recognise and celebrate high performance; identify and support underperformance with structured development plans. Promote Creditspring’s values by leading with empathy, fairness, and accountability. Collaboration & Communication Maintain regular communication with UK Operations leaders to share performance insights and local updates. Escalate risks or issues promptly with data-backed recommendations for resolution. Ensure consistent member experience by aligning team activity with wider operational priorities. What You'll Need To Succeed An experienced team leader with strong organisational, analytical, and communication skills. Passionate about leading teams that deliver fair, empathetic, and compliant outcomes. Skilled at balancing operational demands with people development. Proactive in identifying problems and creative in finding solutions. Comfortable using performance data and reports to inform decisions. Adaptable and calm under pressure, with a commitment to collaboration and continuous improvement. Preferred Qualifications Bachelor's degree in business administration, Management, or a related field 3–5 years of experience in a customer operations or financial services environment. Prior experience managing a team in forbearance, collections, or customer service operations. Familiarity with tools such as Dixa, Scorebuddy, or similar CRM and QA systems is a plus. Strong understanding of compliance, vulnerability, and quality frameworks. Don’t meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply. We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self. Please note that the People Team is contactable only via people@creditspring.co. Unsolicited emails to other team members will not be actioned.
We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products. We're a fast-growing FCA-regulated consumer credit company. We have members, not customers and we take a lot of pride in that! As one of the UK's only subscription finance company in the market, we truly have a unique value proposition. Our mission is very clear; to improve the financial stability and resilience of our members. We do this through the products we provide, the partnerships we have, and our educational content. We want our members, and everyone in the UK to be able to better manage their finances and steer them away from high-cost, unregulated credit options. We're a world-class, well-funded, diverse team from over 20 different countries that believes in the product we're building and the service we're providing for our members. We've grown significantly in the last 18 months and are evolving our Marketing structure to reflect that. About The Role As a Customer Operations Team Leader (Forbearance), you will lead a team of agents responsible for managing member forbearance cases with accuracy, empathy, and compliance. You will oversee daily queue management, SLA delivery, performance reporting, and process improvement across all forbearance workflows. This role requires a balance of strong operational control, people management, and analytical ability. You will work closely with senior leaders in both the UK and Bangalore to ensure consistent quality, efficiency, and fairness in every member outcome. Key Responsibilities Team & Queue Management Oversee daily management of the forbearance queues, ensuring all tickets are actioned within SLA. Monitor performance dashboards, reallocate workload as needed, and proactively identify bottlenecks or risks. Ensure cases are handled consistently and in line with company policy, FCA guidance, and internal QA expectations. Provide daily performance feedback and hold regular huddles to align priorities and address challenges. Process Improvement & Reporting Analyse trends in volume, case types, and outcomes to identify process inefficiencies or training needs. Propose and implement improvements that enhance speed, accuracy, and quality of case resolution. Produce clear and insightful weekly performance reports on productivity, quality, and SLA adherence. Work collaboratively with the UK Operations and QA teams to review process updates and ensure seamless alignment. Training & Quality Lead process training for new joiners and refresher sessions for existing team members. Embed a culture of learning by ensuring all team members are confident in applying process documentation correctly. Conduct quality reviews and calibrations with the QA team, addressing any recurring themes through coaching and feedback. Monitor individual performance against QA and vulnerability scores, ensuring continuous improvement. Leadership & Coaching Inspire and motivate your team to deliver consistently high-quality work under pressure. Set clear performance goals and development objectives for each team member. Recognise and celebrate high performance; identify and support underperformance with structured development plans. Promote Creditspring's values by leading with empathy, fairness, and accountability. Collaboration & Communication Maintain regular communication with UK Operations leaders to share performance insights and local updates. Escalate risks or issues promptly with data-backed recommendations for resolution. Ensure consistent member experience by aligning team activity with wider operational priorities. What You'll Need To Succeed An experienced team leader with strong organisational, analytical, and communication skills. Passionate about leading teams that deliver fair, empathetic, and compliant outcomes. Skilled at balancing operational demands with people development. Proactive in identifying problems and creative in finding solutions. Comfortable using performance data and reports to inform decisions. Adaptable and calm under pressure, with a commitment to collaboration and continuous improvement. Preferred Qualifications Bachelor's degree in business administration, Management, or a related field 35 years of experience in a customer operations or financial services environment. Prior experience managing a team in forbearance, collections, or customer service operations. Familiarity with tools such as Dixa, Scorebuddy, or similar CRM and QA systems is a plus. Strong understanding of compliance, vulnerability, and quality frameworks. Don't meet all the listed requirements Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams successes - so if your experience doesn't fit perfectly but this role excites you, we'd love for you to apply. We're committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self. Please note that the People Team is contactable only via [HIDDEN TEXT]. Unsolicited emails to other team members will not be actioned.