Customer Operations Executive

About LendableLendable 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:One of the UK’s newest unicorns with a team of just over 600 peopleAmong the fastest-growing tech companies in the UKProfitable since 2017Backed by top investors including Balderton Capital and Goldman SachsLoved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)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 financial products are held by big banks with dated systems and painful processes.Join us if you want toTake 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 1Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quoBuild the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy liftingAbout The RoleThe Customer Service team plays a crucial role in assisting customers with their Loan, Card, and Motor inquiries from application to completion. As the first point of contact, you’ll be pivotal in resolving queries and ensuring customer satisfaction throughout their journey.In this position, you'll report directly to the Team Lead and will be responsible for reviewing customer applications. We're seeking a dedicated individual who can leverage their skills to consistently meet quality standards whilst adhering to processes that lead to positive customer outcomes.This role offers a weekend work schedule within a structured framework, making it ideal for someone who thrives in a working from home environment and enjoys being part of a team. If you're passionate about delivering exceptional customer service, we want to hear from youSalary Range: £10,800 - £11,200Working Hours: 16 hours per week on Saturdays and Sundays8 hours across each day between 8 am - 8 pm (For eg 8am-5pm, 9am-6pm, 10am-7pm)Work from Home Environment:Fully remote (however you will need to be available for training in office Monday - Friday for up to 20 days)Holidays: You will receive 90 hours of annual leave Training: Training will be 4 weeks long and held in our London or Chatham office depending on your location. The training times will be 9.30 am - 5.30 pm. Please note that you will be paid for your time in training.Your ProfileStrong communication skills.Excellent problem-solving abilities and a customer-first mindset.Ability to work efficiently in a fast-paced environment.Highly efficient in working across multiple different cases and systems Strong computer literacy Previous experience in customer support or a related field is a plus.What You’ll Be DoingEngagement: Assist applicants in navigating the loan application process, ensuring they can access funds in their bank accounts as efficiently as possible.Verification: Validate the information provided by loan applicants to uphold responsible lending practices following our policies and procedures.Customer-Centric Approach: Every interaction you have will reflect our commitment to putting customers first, ensuring their queries are resolved promptly.Process Improvement: Propose enhancements to our processes and product features that can drive growth and efficiency, sharing valuable customer feedback with our product team.Quality Assurance: Deliver tailored and meaningful responses to customers, using Lendable's quality assurance scorecard to maintain high standards.Complaint Resolution: Identify and document instances of customer dissatisfaction with Lendable’s processes, responding appropriately to resolve complaints or following escalation procedures when necessary.Performance Targets: Achieve individual and team performance targets to contribute to key business and departmental objectives.Interview processApplication and completion of application questionsAn intro call with a member of the Talent TeamRole-specific interview and assessmentLife at LendableThe 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 insuranceWe're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in LondonCheck out our blog