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 fintechpanies and are off to a strong start:
1. One of the UK's newest unicorns with a team of just over 500 people
2. Among the fastest-growing techpanies in the UK
3. Profitable since 2017
4. Backed by top investors including Balderton Capital and Goldman Sachs
5. Loved by customers with the best reviews in the market ( 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
6. 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
7. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
8. 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 to expand our Autoplaints handling team. As an excellentmunicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points ande to fair and objective decisions.
If you have experience of either handlingplexplaints (preferably motor or secured product related) or have worked in the automotive finance sector and have the following skills we'd love to hear from you:
9. Problem solving and decision making skills - putting the customer at the heart of everything you do
10. The ability to assess and critique evidenceing to a fair andprehensive decision
11. Be able to shift focus and re-prioritise workloads based on business and customer needs
12. Great phone and writtenmunication skills, being clear and concise to promote customer understanding.
13. The ability to build rapport and manage multiple third parties including ensuring that customer expectations are managed.
Also, even better if you have:
14. Experience of working in a regulated motor finance environment
15. An understanding of the Consumer Rights Act 2015
16. An understanding of Motor related policies and industry standards
17. The ability toprehendplex Satisfactory Quality-relatedplaints.
Your team's objectives
Lendable aims to resolve allplaints promptly, ensuring that they are investigated diligently and fairly for customers. Lendable ismitted to providing excellent customer service and ensuring that it reaches the right oues 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 eachplaint on its own merits and provide valuable insights to the business in order to improve and grow.
Our ability to handleplaints 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 experience of resolvingplaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution.
18. You will be able to self manage a varied andplex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards.
19. You will champion using our AI tools and technology to bring a first class service to our customers.
20. You will work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require.
21. You will ensure that you follow ourplaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale.
22. You will work closely with theplaints Team, to resolveplaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business.
23. You will be responsible formunicating with theplainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism.
24. You will have a good knowledge and understanding of FCA regulation as well as DISPplaint handling rules and guidance.
25. You will also ensure that you maintain up to date knowledge of Lendable's products through effective use and review of policies, procedures and business tools made available to you.
26. You will have strong letter writing skills, being able to create professional final response letters which break downplex issues intoprehensible information for consumers to understand.
27. You will also have a sound moralpass, speaking up where necessary to ensure that good customer oues are always at the heart of what we do, striving to resolveplaints without the need for the customer to refer to the Financial Ombudsman Service, and ensuring you are applying any learnings from both internal and FOSplaints to futureplaint cases.
The Interview Process
28. A quick phone call with one of the team
29. An exercise to demonstrate your ability to resolveplaints
30. An assessment to evidence your knowledge of FCA regulations and DISPplaint handling rules/guidance.
31. Onsite Interview
32. Discuss the exercises you havepleted
33. Meet the team you'll work with daily
Life at Lendable
34. The opportunity to scale up one of the world's most successful fintechpanies.
35. Best-in-classpensation, including equity.
36. You can work from home every Monday and Friday if you wish - on the other days, those based in the UKe together IRL at our Shoreditch office in London to be together, build and exchange ideas.
37. Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.
38. We care for our Lendies' well-being both physically and mentally, so we offer coverage when ites to private health insurance
39. We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London
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