Customer Operations Executive (Cards)

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

The Customer Service department is responsible for working with customers who have queries about their loan/card/Motor from the application stage and supports the end-to-end journey. Our primary role is to be the first point of contact for customers resolving queries at the first point of contact and ensuring customers' needs are met.

Reporting to the Team Lead, the Customer Operations Executive will undertake customer queries via telephony, email and live chat. They will use skills and capability levels in the performance of their roles so that they can consistently achieve overall quality standards, and embed processes and procedures to deliver good customer outcomes.

How you will impact those objectives

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• Ensure all customer contact is conducted to the highest standard and quality monitoring supports this area.

  
  

• Ensure process and policy adherence, highlighting processes to management which may require enhancement.

  
  

• Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need.

  
  

• Support customers ensuring interactions are assessed against Lendables quality assurance scorecard and delivering meaningful and tailored responses

  
  

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

  
  

• Escalating risks or potential risks which may negatively impact good customer outcomes

  
  

• Identifying and recording customer dissatisfaction against Lendables processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.

  
  

• Support other areas within Operations to meet operational performance if required.

  
  

• Meeting defined individual and team performance targets to ensure delivery of key business and department objectives.

  
  

Your Experience

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• Minimum 6 months Customer Service experience preferable

  
  

• Previous Loans, Cards, and Motor experience desirable.

  
  

• Contact centre, financial services experience desirable.

  
  

• Working to targets is preferable but not essential

  
  

• Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)

  
  

Life at Lendable (also check out our Glassdoor page)

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• The opportunity to scale up one of the world’s most successful fintech companies.
  
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  Best-in-class compensation including equity.
  
• You can work from home every Monday and Friday if you wish - on the other days, we all come together IRL to be together, build and exchange ideas.
  
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  Our in-house chef prepares fresh, healthy lunches in the office every Tuesday-Thursday.
  
• We care for our Lendies’ well-being both physically and mentally, so we offer the highest coverage when it comes to private health insurance.
  
  
• 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.