Verification Specialist

(Up Support “Looper”)

Ferocia is a technology company that is proudly part of the Bendigo and Adelaide Bank Group (acquired in 2021). We hit that sweet spot of having a small company rhythm, with a large company reach and resources. We are proud that the Bendigo and Adelaide Bank Group is carbon neutral, community minded, and committed to high standards of corporate governance. Operating under that umbrella allows Ferocia to better pursue its mission: financial empowerment through technology.

Banking is an essential service, for the advantaged, disadvantaged, and everyone in between. We believe that through innovation and empathy, we can help the people who most need it have a better relationship with their money.

We have a generous parental leave policy and are extremely friendly to flexible working arrangements. All Ferocians must be vaccinated against COVID-19. We are currently only hiring in Melbourne or adjacent areas as we still value physically getting together.

We take diversity and inclusivity seriously, so no matter who you are, who you love, or what you stand for, we just need you to be yourself.

**About Up**:
We launched Up in 2018 and it has gone from strength to strength ever since. We now have more than half a million Upsiders who trust us to help them build a better relationship with their money. If you don't already know Up inside-out, learn more here

**About this role**:
The “Looper” is named as such as the role consists of looping around various risk averse/sensitive tasks outside of the usual ‘Talk to Us’ queries. This specialist team is a sub-section of the Up Support Team operating behind the scenes, working super closely with the wider Support Team, CX, Marketing and Engineering.

Due to the number of risk related tasks, Loopers must remain cool under pressure, maintain an above-average understanding of our constantly evolving systems (built in-house), our customers, as well as manage their time in a way that ensures the appropriate prioritisation of each task.

**Regular Looper tasks include**:

- Processing Manual Account Recovery submissions
- Processing IDVR submissions
- IDVR related queries via ‘Talk to Us’
- Process development & improvement
- Back Office
- Know Your Customer (KYC) submission reviews/processing
- Monitoring sensitive chats (Payment Abuse, Fraudulent/Suspicious behaviour).
- Attending weekly Looper meetings

**What we’re looking for**:
**Someone that**:

- Is super keen to immerse themselves in our company culture
- Is comfortable giving and receiving feedback to and from their team mates.
- Has a healthy relationship with accountability + quality + continuous improvement.
- Has at least 2 years in a customer service role, ideally with experience handling complaints and ID Verifications.
- Can work fluctuating shifts throughout the week (is ok working weekends and until 8pm some days).
- Can manage multiple streams of work without breaking a sweat
- Has a desire to push the limits & break the status quo
- Is a relationship builder - someone who is comfortable working with cross functional teams to influence great customer outcomes. You know the power of getting to know people and being known to the people you work with.

All loopers are responsible for rigorous continuous improvement. ie. we see something substandard (whether that be a process, need for tooling, a team mates performance), we address it during the week, or in the weekly meeting and work on a fix/solution.

**How to apply**:
Does this sort of thing sound exciting to you? To kick start the process, we are keen on your words

In 500 words or less, please share with us (from an outsider's perspective) what the four Up Support values mean to you.
- Be Quick
- Be a Mate
- Be an Expert
- Be Up

What are your initial impressions of these values and how would you represent these values working for Up Support?