Complaints Specialist, Abound
+ Equity
More information about location
Personal loans & SaaS credit decisioning platform
Be an early applicant
Personal loans & SaaS credit decisioning platform
21-100 employees
Be an early applicant
+ Equity
More information about location
21-100 employees
Company mission
To make affordable loans available to more people.
Role
Who you are
- This role sits at the heart of our customer operations and requires a strong balance of customer service expertise, analytical thinking, and sound business judgement
- Experience: 3–5 years’ experience in a complaints handling role within financial services, ideally lending
- Knowledge: In-depth understanding of FCA regulations and UK financial regulatory frameworks
- Skills: Analytical and confident in resolving complex complaints, with a structured and customer-first approach
- Communication: Empathetic and professional in written and verbal comms, especially under pressure
- Detail-oriented: Meticulous with documentation, case logs, and root cause analysis
What the job involves
- We’re looking for an experienced individual to join us as a Complaints Specialist
- You’ll focus on ensuring fair and consistent outcomes for customers by managing complaints in line with individual circumstances, regulatory standards, and company values
- This role will also involve supporting payment reconciliation, chargeback processing, credit file disputes & fraud investigations
- Complaint Handling: Manage business-as-usual (BAU) complaints from start to finish, ensuring responses are accurate, fair, and regulatory compliant
- Customer Communication: Be the main point of contact for escalated customer complaints, providing timely, empathetic, and clear updates throughout
- Regulatory Compliance: Ensure your casework aligns with FCA complaint handling standards and any other relevant obligations
- Root Cause Analysis: Investigate complaint trends and root causes. Work cross-functionally (e.g. with Underwriting, Collections) to compile accurate responses and identify areas for improvement
- Reporting: Support complaints reporting and MI activities. Share insights with senior management and escalate emerging issues where appropriate
- Support Other Teams: While you won’t manage complaints escalated to the Financial Ombudsman Service (FOS) yourself, you’ll provide documentation and insight to the team responsible for those
- Documentation: Maintain accurate and timely logs for all complaints in line with internal procedures and system requirements
- Wider Ops Support: Support the operations team with occasional work in fraud handling, account-level queries, or other process-related escalations as needed
Our take
Borrowers in the UK have been consistently over-charged in recent years, with lenders rejecting requests mostly on the basis of poor credit histories. Through Open Banking, Abound (formerly Fintern) is working to build a different approach that evaluates live transaction data, usually ignored by traditional lenders, in order to offer loans at more favourable prices.
Traditional banks are also slowly starting to use Open Banking data for income verification while other emerging firms, like Abound, are using it to support underwriting decisions. The company's technique allows it not to exclude people with limited or poor credit history and, instead, aims at defining a repayment plan that borrowers can realistically sustain over time.
A forward-looking approach is strongly needed in the lending industry, with the main improvement being the consideration in lending decisions of each customer's current circumstances and recent history. The challenge for Abound in the near future is to effectively exploit machine learning, technology and Open Banking Data while differentiating from the rest of the industry with its own customer-centric approach.
Freddie
Company Specialist at Welcome to the Jungle
Insights
30% female employees
Company
Company benefits
- Everyone owns a piece of the company 📈Equity
- 25 days’ holiday a year, plus 8 bank holidays
- Save up to 60% on an electric vehicle through our salary sacrifice scheme with Loveelectric
- We offer all employees an affordable loan of up to £10k. The amount you can borrow may vary slightly, depending on your personal situation.
- Regular team lunches and events
- Free gym membership
- Free breakfast and snacks in the office. We’ll even cover your dinner if you’re working late
- Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering
- 2 paid volunteering days per year to all employees with the company charity - Spread a Smile
- Pension with Aviva
- Enhanced Maternity and New Parent leaves
Leadership
Gerald Chappell
(Co-Founder & CEO)Ex-Partner at McKinsey and EY. After leading McKinsey’s Digital Lending practice globally, they got frustrated with how slow banks were at adopting AI and new technology - it was time for a change.
Dr. Michelle He
(Co-Founder & COO)Ex-Director at EY with a PhD in Machine Learning. 15 years of experience in financial services convinced them that another way of doing credit was possible.
Diversity, Equity & Inclusion at Abound
Dr. Michelle He (Co-founder and COO)
- We've always wanted to build the best possible team, regardless of accent, gender or background. Our team at Abound is diverse at every level. We help each other and work as a team to achieve our shared mission.
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