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 thefastest-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 financial products 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 thebest 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 Officer to help usinvestigate and resolveour more complex customer interactions. As anexcellent communicator,you will quickly build relationships with customers and other departments across Lendable to understandcustomer friction pointsand come to fair and objective decisions.
Your team's objectives
Lendable aims to resolve all complaints promptly, ensuring that they are investigateddiligentlyandfairlyfor customers. Lendable is committed to providingexcellent customer serviceand ensuring that it reaches the right outcomes for our customers.
Feedback is an important partof 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 andprovide valuable insightsto the business in order toimproveandgrow.
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 we expand our existing products in the UK and US financial markets.
How you'll impact those objectives
The ideal candidate will have experienceresolving complex customer interactionsordisputesand have an aptitude forinvestigating,analysing,problem-solvingand dispute resolution. You'll work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products.
You will be responsible for communicating with the complainant* and will enjoy finding solutions that meet our customers' expectations, within the parameters of what we can do as a regulated business, and will be able to formulate professional final responses. You will also help totranslate customer complaints into product and process improvementsboth across the rest of the operations team, and Lendable as a business.
The ideal candidate will havecomplaints or dispute-handlingexperience from within aregulated business environment.
The Interview Process
- A quick phone call with one of the team
- An exercise to demonstrate your ability to resolve complaints
- Onsite Interview
- Meet the team you'll work with daily
> The opportunity to scale up one of theworld's most successfulfintech companies.
>Best-in-classcompensation, including equity.
>You can work from homeevery Monday and Fridayif you wish - on the other days we all come together IRL to be together, build and exchange ideas.
>Our in-house chefprepares fresh, healthy lunches in the office every Tuesday-Thursday
> We care for our Lendies' well-being both physically and mentally, so we offer coverage when it comes toprivate health insurance
> ?We're anequal opportunity employerand are looking to make Lendable the most inclusive and open workspace in London
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