Complaints Officer

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:

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• One of the UK’s newest unicorns with a team of just over 250 people
  
• Among the top 10 fastest-growing tech companies in the UK
  
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  Profitable since 2017
  
• Backed by top investors including Balderton Capital and Goldman Sachs
  
  
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  Loved by customers with the best reviews in the market (4.8/5 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 worth of these are held by big banks with dated systems and painful processes.

Join us if you want to

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• 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

As we grow, we’re looking to expand our complaints-handling team. We’re looking for an amazing complaints officer to help us investigate and resolve our most complex customer interactions to benefit our customers and Lendable.

Your team’s objectives

Lendable aims to resolve all complaints in a timely manner, and in a way that is thorough and fair to our customers. Lendable operates in a highly regulated industry and must comply with applicable rules and guidelines.

We work hard to ensure our products meet our customers’ expectations, but we also know that nothing is perfect and we value all feedback as it gives us an opportunity to improve and develop our products and services. Our ability to handle complaints effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as we expand our existing products in the UK and US financial markets.

How you’ll impact those objectives:

The ideal candidate will have experience resolving complex customer interactions and an aptitude for investigating, analysing, and problem-solving. You’ll work closely in an intimate team, alongside other complaints officers, to get to the bottom of complaints about our loans, cards and auto-finance products. Prior experience in handling complaints in the finance sector is desirable, but not necessary.

You will be responsible for communicating with the complainant* and will enjoy finding solutions that meet our customers’ expectations, within the parameters of what we can do as a business, and will exercise professionalism in writing up formal responses. You will also help to translate customer complaints into product and process improvements throughout the rest of the operations team, and throughout Lendable as a business.

• Complaints experience in a financially regulated business is required
  
  

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:

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• A quick phone call with one of the team

  
  

• Onsite Interview

  
  

• Discuss the exercise you completed

  
  

• Meet the team you’ll work with daily

  
  

• Meet the exec team