Customer Experience Agent – Curve

Lloyds Banking Group

. Respond to customer enquiries through email, live chat, social media and telephone channels .

Posted 9/15/2026full-timeUnited KingdomMid-LevelSenior💰 £26,200 - £27,530 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service within the financial products sector, with a strong focus on payment processing, problem-solving, and effective communication. Proficient in using CRM and ticketing systems to enhance customer experience and support operational improvements.

Highest-signal resume keywords

Customer Service ExperiencePayment Processing KnowledgeProblem-Solving SkillsCRM System ProficiencyCollaborative Approach

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Payment ProcessingTransaction Lifecycle KnowledgeFraud InvestigationChargeback ManagementDigital Wallet SupportCustomer Journey AnalysisProcess Improvement Identification

Soft Skills

Strong Communication SkillsSound JudgementAbility to Manage PrioritiesWillingness to Share Knowledge

Tools & Technologies

Ticketing SystemsCRM SystemsCase Management Systems

Industry Keywords

Customer ExperienceFinancial ProductsCustomer Support Activities

About the role

Key responsibilities & impact

Respond to customer enquiries through email, live chat, social media and telephone channels
Investigate customer issues and work with specialist teams to find solutions
Support customers with product and account queries across the full Curve ecosystem
Identify ways to improve the overall customer experience
Share customer feedback with relevant teams to improve products, services and processes
Keep up to date with new product features, policies and operational changes
Contribute to a collaborative team environment and support colleagues when needed
Complete at least one scheduled on-call shift each week supporting customers by phone

Requirements

What you’ll need

Knowledge of payment processing, card schemes, transaction lifecycles, payment investigations, disputes, chargebacks, fraud, or related payment operations
Strong customer service experience, ideally with exposure and understanding of financial products
Strong problem-solving skills and sound judgement
Strong communication skills and understanding of customer needs
Confidence using multiple systems, including ticketing/CRM systems
Ability to manage different priorities effectively
Collaborative approach and willingness to share knowledge with colleagues
Experience supporting customers with digital wallet products and understanding customer journeys across card payments, digital wallets, account servicing, transaction queries, payment declines and related customer support activities is useful
Experience using CRM, ticketing or case management systems is useful
Experience analysing customer feedback and identifying process improvements is useful

Benefits

Comp & perks

22 days' holiday, plus bank holidays
A discretionary annual performance-related bonus
Generous pension contribution
Private healthcare options
Wellbeing support and benefits
Colleague discounts and lifestyle benefits
Access to learning, development and career opportunities across Lloyds Banking Group
Flexible working options: flexibility in when hours are worked, hybrid working, job share, reduced hours