Subject Matter Expert - Insurance

Company Overview

Revolut is committed to empowering people with more transparency, control, and freedom over their finances. Since 2015, Revolut has been delivering innovative financial products such as spending, saving, investing, currency exchange, and travel assistance to over 75 million customers worldwide. As the company rapidly expands with a global workforce exceeding 13,000 employees, it prides itself on maintaining a dynamic work culture recognized as a Great Place to Work™.

Role Summary

The Customer Support team acts as the initial contact point for millions of users globally, providing prompt and thoughtful assistance. The Subject Matter Expert (SME) for insurance will ensure smooth daily operations of insurance-related services. This role leverages expertise in both customer support and the insurance sector to enhance product quality and elevate service delivery standards.

Key Responsibilities

• Coordinate with insurance partners for swift resolution regarding insurance plans integrated with various products.
• Examine and sanction customer complaints to confirm adherence to insurance policies, regulations, and quality benchmarks.
• Analyze root causes using customer interactions data, including chat logs and complaints, to gain insights into customer sentiment and issues.
• Manage complex complaint escalations by assisting front-line support agents, thereby boosting overall customer satisfaction.
• Collaborate with international cross-functional teams to address queries and drive excellent customer outcomes.
• Lead strategic initiatives and contribute innovative ideas to help continuously refine products and services.
• Work closely with product and content teams to stay updated and inform others about the latest feature offerings.

Requirements

• Fluent English communication skills.
• Experience working in insurance customer support, ideally within product-driven or insurtech companies.
• Proficiency with support and documentation tools like Confluence and Jira.
• Strong interpersonal skills with an ability to collaborate effectively cross-functionally.
• Highly proactive, self-driven, and accountable work style.
• Empathy and strong customer-centric focus.
• Outstanding attention to detail paired with excellent problem-solving skills.
• Ability to thrive in a fast-moving, high-performance corporate environment.

Diversity & Inclusion Commitment

Revolut prioritizes a diverse and inclusive workforce as essential for innovation and delivering exceptional services. They actively encourage applications from individuals of varied backgrounds, fostering a multicultural and diligent work atmosphere.

Important Candidate Information

• Apply only through official Revolut recruitment channels to avoid scams.
• Verify that all communications come from authorized Revolut email addresses ending in @revolut.com.
• Revolut will never request payment or personal financial details during recruitment processes. Suspected fraud should be reported immediately.
• Applicants must provide truthful information and disclose any prior employment with Revolut, understanding that false information could lead to rejection or termination.