Business & Customer Operations Manager
4 days ago
Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start:
Among the fastest-growing tech companies in the UK
So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance . 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 financial products are held by big banks with dated systems and painful processes.
Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
Team: Auto-finance Team
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. Reporting to the Team Lead, you will undertake customer queries via telephony, email and live chat. We're looking for a superstar who can utilise their 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.
At times we can speak to customers who are in a vulnerable state and as a result may be struggling with their financial situation and/or mental health. It is our responsibility to help and signpost them to third party support if needed. Please note that these calls can be triggering and not always easy but we have a supportive team and training to help guide you through these calls.
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.Support customers ensuring interactions are assessed against Lendable's 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 Lendable's 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.
Vehicle finance experience working a strong desirable
Minimum 6 months Customer Service experience preferable
Contact centre, financial services experience desirable.
Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)
A 30 minute remote Interview with one of the Talent team
A 1 hour remote Interview with a Team Leader
The opportunity to scale up one of the world’s most successful fintech companies.
Best-in-class compensation, including equity.
Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.
We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance
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