Collections Agent - Kent Office (Maidstone UK)

Collections Agent

Operations Centre, Maidstone, Kent

Salary: 25-30K per annum + share options + wonderful benefits 

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:

• One of the UK’s newest unicorns with a team of >250 people
• Among the top 10 fastest-growing tech companies in the UK
• Profitable since 2017
• Backed by top investors including Balderton Capital and Goldman Sachs and most recently OTPP (Ontario Teachers' Pension Plan) in 2022
• 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. 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 are held by big banks with dated systems and painful processes. We launched our loans product in the US in 2022 with more product launches to follow this year!

Join us if you want to

• Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1.
• Work in small teams of exceptional people who are 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:

We’re expanding our collections capabilities so we can better support our customers when they find themselves in financial difficulties.It’s part of our commitment to deliver the best outcomes for our customers, whatever their situation.

Working partly in the office, and partly from home, you’ll be having meaningful conversations with our customers when they’re struggling to make payments, understanding their individual situations, and tailoring solutions to help them continue their relationship with Lendable.

Our operation in Maidstone is brand new and we expect it to grow rapidly this year, so there will be great potential to progress your career into operational management roles.

Your team’s objectives

• Contact customers over the phone who are in arrears with their lendable account

• Provide tailored solutions to help get customers back on track

• Identify opportunities for product and process improvement to better serve customers whatever their situation

• Identify and support customers who may be vulnerable

• Log and, where possible, investigate and provide a resolution to customer complaints

How you’ll impact those objectives

• We’ll give you all the training and support you need to have great conversations with our customers

• You’ll need to get a full picture of the customer’s situation - how it has developed, what it is now and how they expect it to change in the future. That will allow you to provide the best service and the best solution to help them manage their relationship with Lendable.

What do you need to succeed in this role?

• Conversation skills are key to success in this role. You’ll be a good listener and be able to show empathy and probe to understand customer needs.

• You will bring great energy to your role, treating every interaction with a customer as the most important of your day

• You’ll be resilient to knock-backs and have the ability to remain optimistic

• Ideally, you’ll have previous experience in a collections role in a contact centre or in another customer-facing role

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:

• A quick phone call with one of the team

• A number of interviews and a role-play, all taking place on the same day

• The opportunity to meet some of the team you’ll be working with

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

• You will be given all the necessary tools to excel at your job (think brand new pc/mac)!

• Our core office days are Tuesday to Thursday, you can work from the comfort of your home on other days.

• We care for our Lendies' well-being both physically and mentally so we opt for the highest coverage when it comes to private health insurance

• Free amazing lunches on the days you are in the office, organised by ourPeople Team

• Our new pension scheme will help you feel better about your financial future

• 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 in London