Customer Operations Executive

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:

• One of the UK's newest unicorns with a team of just over 500 people
• Among the
  fastest-growing tech
  companies in the UK
• Profitable since
  2017
• Backed by top investors including
  Balderton Capital
  and
  Goldman Sachs
• Loved 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 to

1. 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
2. Work in small teams of exceptional people,
   who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
3. Build the best technology in-house
   , using new data sources, machine learning and AI to make machines do the heavy lifting

About the role

Location: Chatham, Kent UK

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, 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

How you will impact the objectives

• 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 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.

Your experience

• Minimum
  6 months Customer Service
  experience preferable
• Previous Loans, Cards, and Motor experience are 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)

Interview Process

1. A quick phone call with one of the team
2. Onsite Interview
3. Meet the team you'll work with daily

Life at Lendable

• 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
• We're an
  equal-opportunity
  employer and are looking to make Lendable the most inclusive and open workspace in London

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