On a typical day, I’m working from home or our London office. The Customer and Compliance Operations team is split across our different offices so I’m often jumping on calls to speak with them or messaging on Slack. It’s not often that we manage to all get together in person so I really look forward to and enjoy those times that we spend together. Everyone’s supportive of each other, working to make sure all of our daily tasks get completed on time and teaching each other about how to handle new issues they’ve encountered. Usually, I’ll have a catch up with the team during the day where we might discuss our current priorities and challenges, or catch up with the Fraud or Compliance teams. I might also learn more about one of the new customers we’ll be onboarding soon to make sure my team has all the information they need to support them once they’re live.
"I really look forward to and enjoy those times that we spend together. Everyone’s supportive of each other, working to make sure all of our daily tasks get completed on time."
My team works with lots of different teams across the business everyday, who help us to solve tricky customer problems and coordinate putting in place the solutions to make sure customers can quickly get back to using Hokodo for their orders. In particular, we work closely with the other operational teams: Payment Operations, Collections, and Data and Analytics. The same customer issue will often affect more than one team so it’s important for us to keep in touch about our pain points and how we’re addressing them to stay aligned and not duplicate work.
I manage two different operational areas: Customer Operations and Compliance Operations. Customer Operations involves tasks that support our customers when our automatic processes don’t work for them - for example, guiding them through our credit review process or sharing information with them that’s not yet available in one of our customer self-serve portals. Compliance Operations concerns the operational processes Hokodo has in place in order to be compliant with the regulatory requirements of being an EMI. These include things like doing KYC checks of our customers and reviewing transaction monitoring and sanctions screening alerts.
We’re always working on projects to make our processes more efficient and improve the customer experience. Two focus points this year have been on supporting more self-serve options for our buyers, and gathering more feedback from our customers.
- We’ve built out a comprehensive knowledge base of articles for our buyers, answering their frequently asked questions about common issues and our processes. The knowledge base contains a button linking to our buyer portal. The portal shows customers information about their payment plans and allows them to make or request changes to things like their credit limit. We’re actively working on migrating more buyers to the portal so they can quickly get answers to their questions about Hokodo. This will also empower the Customer Operations team to spend time on more complex and interesting tasks.
- We’ve set up a customer satisfaction (CSAT) survey that asks all our customers for a review once we’ve closed their support issue. We regularly review the survey results to understand how we can improve our service, processes and product to better meet our customers’ expectations.
Looking forward to the future, I’m excited to keep developing more ways for our customers to get answers to their questions about Hokodo and building the Compliance Operations function, which has only recently become a separate team.
Fancy joining Izzy's new Compliance Operations team or another of Hokodo's exciting departments? Check out our latest roles now.
