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
Location: Chatham, Kent UK
Team: Auto-finance Team
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 thefirst 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 willundertake 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 todeliver good customer outcomes.
How you will impact the objectives
- Ensure all customer contact isconducted to the highest standard and quality monitoring supportsthis 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 toensure customer demand is metand 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.
- Identifyopportunities for product and process improvementto better serve customers
- Escalating risks or potential riskswhich may negatively impact good customer outcomes
- Identifying and recording customer dissatisfactionagainst 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
- Vehicle finance experience working a strong desirable
- Minimum6 months Customer Serviceexperience preferable
- 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
- A virtual call with one of the Talent team
- Onsite Interview where you will 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.
>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 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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