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Customer Operations Specialist
2 months ago
Lendable is a leading fintech company that aims to revolutionize consumer finance by making it faster, cheaper, and friendlier. We're a team of innovators who are passionate about building a better financial future for our customers.
The RoleWe're seeking a highly skilled Customer Operations Executive to join our team. As a key member of our Customer Service department, you will be responsible for providing exceptional customer service to our customers who have queries about their loans, cards, and motor finance products. Your primary goal will be to resolve customer queries at the first point of contact and ensure that customers' needs are met.
Key Responsibilities- Provide high-quality customer service to customers via telephony, email, and live chat.
- Ensure that all customer interactions are conducted to the highest standard and quality monitoring supports this area.
- Adhere to process and policy guidelines, highlighting areas for improvement to management.
- Interact directly with customers to ensure customer demand is met and customers achieve first-contact resolution on their query/need.
- Support customers in assessing interactions against Lendable's quality assurance scorecard and delivering meaningful and tailored responses.
- Identify opportunities for product and process improvement to better serve customers.
- Escalate risks or potential risks that may negatively impact good customer outcomes.
- Identify and record customer dissatisfaction against Lendable's processes and respond appropriately to achieve complaint resolution.
- Support other areas within Operations to meet operational performance if required.
- Minimum 6 months of customer service experience preferable.
- Previous loans, cards, and motor experience desirable.
- Contact centre and 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).
We offer a competitive compensation package, including equity, and a range of benefits to support your well-being. You'll have the opportunity to work with a talented team, build your skills and expertise, and contribute to the growth and success of a leading fintech company. We're an equal opportunity employer and welcome applications from diverse candidates.
