Senior Collections Agent (US)

About Lendable

Lendable is on a mission to make consumer finance amazing: faster, cheaper and friendlier.

We’re building one of the world’s leading fintech companies and are off to a strong start:

• A unicorn with a team of >250 people

• Among the top 10 fastest-growing tech companies in the UK

• Recently expanded into the US

• Profitable since 2017

• Backed by top investors including Goldman Sachs

• Loved by customers with the best reviews in the market (4.9/5 across 10,000s of reviews)

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance in the UK, and we are replicating this approach in the US, having launched loans here last year. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of these are held by big banks with dated systems and painful processes. 

Join us if you want to

• Work in small teams of exceptional people trusted to take ownership and make decisions quickly

• Be relentlessly resourceful to solve problems and find smarter solutions than the status quo

• Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

About the role

Independent, entrepreneurial and experienced collections agent who can perform collections activities and assist with creating collections strategies, writing communications templates and working with product teams to design desired tech functionality.

Your team’s objectives

You’ll be the first person on the team that has two objectives:

• Effectively manage an existing portfolio of overdue accounts - this is small but growing

• Develop the collections strategy

How you’ll impact those objectives

Effectively manage overdue accounts

• Manage the portfolio of overdue accounts to ensure good outcomes for Lendable and the customers while complying with federal, state and local laws and regulations

• Make outbound calls and send effective written email and SMS communications

• Negotiate solutions to maximise the amount collected while maintaining a positive customer experience; in the process, analyze credit profile, loan history, customer financial situation and available assets
  

Assist with collections strategy development

• Evaluate collections cases on an individual basis and propose an appropriate approach depending on the circumstances and then assist with segmenting customers and codifying those strategies

• Write email and SMS communications, and call scripts, andcreate templates for those communications

• Communicate with the business and product teams to flag system requirements, suggest improvements and discuss ideas

What do you need to succeed in this role

• An excellent communicator who really enjoys speaking with our customers over the phone, by email, and via live chat

• Entrepreneurial, creative and comfortable with limited structure and tools

• Team worker, happy to communicate and work with a multidisciplinary team; fun and friendly

• Independent with good self-discipline, can take responsibility for the performance of the collections portfolio (15-300 accounts)

• Diligent to be on top of all accounts and update the systems as necessary

• Knowledge of US collections regulations, laws and best practices

The interview process

We’re not a corporate so we try our best to get things moving as quickly as possible. For this role we’d expect interviews with the following people:

• US Head of Loans

• US Product Lead

• US Head of Credit or a UK Collections expert

Life at Lendable (also check out our Glassdoor page)

• The opportunity to scale up one of the world’s most successful fintech companies.

• Best-in-class compensation including equity.

• We organise an annual trip with the whole company, to celebrate our milestones and reflect on our achievements.

• We're an equal opportunity employer and are looking to make Lendable the most inclusive and open workspace on both sides of the pond