About Lendable
Lendable is on a mission to make consumer finance amazing:faster, cheaper and friendlier.
> We're building one of theworld’s leading fintechcompanies and are off to a strong start:
> One of theUK’s newest unicornswith a team of just over 400 people
> Among thetop 10 fastest-growingtech companies in the UK
> Profitablesince 2017
> Backed by top investors includingBalderton CapitalandGoldman Sachs
> Lovedby customers with the best reviews in the market (4.9 across 10,000s of reviews onTrustpilot)
So far, we’ve rebuilt theBig Threeconsumer 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 these are held by big banks with dated systems and painful processes.
Join us if you want to
> 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
> Work insmall teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
> Build the best technologyin-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 an amazing complaints officer to help usinvestigate and resolve our most complex customer interactionsto benefit our customers and Lendable.
Your team’s objectives
Lendable aims to resolveall complaints promptly, and in a way that is thorough andfair to our customers. Lendable operates in ahighly regulated industryand mustcomply with applicable rulesandguidelines.
We work hard to ensure our products meet our customers’ expectations, but we also know thatnothing is perfect and we value all feedbackas it allows us toimproveanddevelopour products and services. Our ability to handle complaints effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as weexpand our existing products in the UK and US financial markets.
How you’ll impact those objectives
The ideal candidate will have experienceresolving complex customer interactionsand have an aptitude forinvestigating, analysing, and problem-solving. You’ll work closely in an intimate team, alongside other complaints officers, to get to the bottom of complaints about our loans, cards and auto-finance products.
You will be responsible forcommunicating with the complainant*and will enjoy finding solutions that meet our customers’ expectations, within the parameters of what we can do as a business, and willexercise professionalism in writing up formal responses. You will also help to translate customer complaints into product and process improvements throughout the rest of the operations team, and throughout Lendable as a business.
*Complaints experience in a financially regulated business is required
The Interview Process
* A quick phone call with one of the team
* Onsite Interview
* Discuss the exercise you completed
* Meet the team you’ll work with daily
* Meet the exec team
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