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Complaints Administrator
2 weeks 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:
One of the UK's newest unicorns with a team of just over 600 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 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 1
Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
About the role
As we grow, we're looking for a Complaints and Data Rights Administrator to support our complaints team to log, assign, coordinate, administer and process our data rights requests and customer complaints. As an individual with a keen eye for detail and strong organisational skills you will manage a varied workload, prioritising tasks to support the wider Complaints Department.
Your team's objectives
Lendable aims to resolve all complaints and data rights requests promptly, ensuring that they are investigated and actioned diligently and fairly for customers. Lendable is committed to providing excellent customer service and ensuring that it reaches the right outcomes for our customers.
Feedback is an important part of how we can evolve as a business to ensure that we are meeting our customers' expectations and continuously improving our service and the team is encouraged to speak up, take each complaint on its own merits and provide valuable insights to the business in order to improve and grow.
Our ability to handle complaints and data rights requests effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as we expand our existing products in the UK and US financial markets.
How you'll impact those objectives
The ideal candidate will have prior experience in an administrative role, with strong knowledge of using spreadsheets , customer databases, and email (preferably Google based). They will have experience of working in a highly regulated or legal environment with an excellent eye for detail. You will be able to demonstrate good organisation, prioritisation and time management skills and be able to work under pressure with a high volume of data to regulatory deadlines following detailed procedures. You'll work closely with the Complaints Team to support their work in resolving complaints about our loans, cards and auto-finance products ensuring that decisions are made with the individual customer in mind, understanding when to prioritise according to customer circumstances.
You will be responsible for general administration for the team, logging communications and data rights requests and complaints from customers and third parties from a variety of channels, verifying identities of data subjects to ensure requests are legitimate and comply with security protocols, issuing acknowledgements and other standard and regulatory communications, responding to customer enquiries and updating of customer internal records, processing data rights requests in compliance with data protection regulations and internal policies across all three UK products, Lendable, Zable and Autolend and ensuring these are completed within ICO timeframes, maintaining accurate records of all data rights and complaints activities and correspondence as well as any ad hoc administrative work across the wider Operations Department as may be required.
Life 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 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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