Financial Support Agent
3 days ago
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:
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
The Financial Support team is responsible for working with customers experiencing financial difficulty and struggling to make their contractual payments. Reporting to the Team Lead, you will undertake customer queries via telephony, email and live chat. We're looking for a superstar that can consistently improve overall quality standards, and embed processes and procedures to deliver good customer outcomes.
Ensure all customer contact is conducted to the highest standard and quality monitoring results are consistently achieved to evidence good customer outcomes.
Ensure process and policy adherence, highlighting processes to management which may require enhancement.
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 where appropriate any identified risks or potential risks that are a risk to achieving good customer outcomes.
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 good customer outcomes are evidenced and met.
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.
Identifying vulnerable customers and ensuring vulnerable processes and policies are adhered to to support customers who may be vulnerable.
Minimum 6 months of Financial Support/Collections experience preferable
Previous experience of working in a customer contact/facing role essential ( if no previous work experience, able to evidence competencies which demonstrate capability)
Strong communication skills both written and verbal to support customers across Lendables channels
The opportunity to scale up one of the world’s most successful fintech companies .
Best-in-class compensation , including equity.
You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.
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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