Customer Operations Executive, Lendable

• We're looking for individuals who are fluent in Spanish, confident, motivated, and persuasive communicators - who thrive on helping customers achieve financial stability
• If you’re a natural problem-solver with a calm, can-do attitude and a friendly approach, we’d love to hear from you
• At least 2 years in any industry in a customer-facing role, with a track record of connecting with and helping others
• Fluency in Spanish is a must
• You’re curious, quick to assess situations, and skilled at finding effective solutions
• Excellent written and verbal communication skills, active listening and rapport-building abilities
• You handle conflict gracefully, recover quickly from challenging interactions, and maintain composure
• Comfortable with technology and quick to learn new software
• Open to feedback, eager to improve, and adaptable to change in a fast-paced environment
• Enjoy solving problems independently, multitasking, and improving processes

Desirable

• As part of this exciting new chapter, you’ll play a key role in defining and managing critical operation processes from start to finish, making a real impact every day
• We’re a dynamic and high-growth team, and we’re looking for an individual who can evolve and expand with us
• In this dynamic role, you’ll connect principally with new customers, ensuring their experience is seamless and positive, and driving business growth
• This role offers flexibility within a structured schedule, making it a great fit for someone who thrives in a hybrid environment with global operations
• Working Hours: Rotating weekly shifts to align with US operating hours with :
• Shift 1: 12:00 pm to 9:00 pm UK time (4 weekdays + Saturday)
• Shift 2: 5:00 pm to 2:00 am UK time (4 weekdays), plus 12:00 pm to 9:00 pm UK time on Saturday
• The candidate will have Sunday off, along with one weekday which they can select on a biweekly basis
• Training: Training will be 3 weeks long and held in our London office. The training times will be 12 pm - 9 pm Monday - Friday UK time
• Interacting directly with applicants via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard)
• Supporting our applicants to complete their loan applications and receive the funds in their bank account as efficiently as possible
• Verifying the information our loan applicants provide during the application process to ensure we are lending responsibly in line with our policies and procedures
• Ensuring every interaction reflects our commitment to putting customers first and customer demand is met when it comes to query resolution
• Coordinating across internal teams and external partners to drive the success of the US Loans program
• Suggesting improvements to processes or product features to drive growth and efficiency, and sharing customer feedback with our product team
• Delivering meaningful and tailored responses to customers, assessed against Lendable's quality assurance scorecard
• Escalating risks or potential risks which may negatively impact good customer outcomes
• Identifying and recording customer dissatisfaction against Lendables processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures
• Meeting defined individual and team performance targets to ensure delivery of key business and department objectives

• Application and completion of application questions
• An intro call with a member of the Talent Team
• Role-specific interview
• Final stage interview with the head of department