Customer Operations Executive, Lendable
US Loans
£30-39k
+ Equity. Includes an allowance for unsociable hours
2-3 days a week in office
Fintech Unicorn - Lending Platform
Be an early applicant
Fintech Unicorn - Lending Platform
201-500 employees
Be an early applicant
£30-39k
+ Equity. Includes an allowance for unsociable hours
2-3 days a week in office
201-500 employees
Company mission
To make consumer finance amazing: faster, cheaper and friendlier.
Role
Who you are
- At least 2 years in any industry in a customer-facing role, with a track record of connecting with and helping others
- 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
- University degree
- Previous experience in financial services or consumer lending environments
- Familiarity with US-based work environments and customer expectations
What the job involves
- 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 that 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
- Working Hours: Rotating weekly shifts to align with US operating hours:
- > Shift 1: 12:00 PM–9:00 PM UK time (Monday–Friday)
- > Shift 2: 5:00 PM–2:00 AM UK time (Monday–Friday)
- Hybrid Working Environment:
- > Shift 1: Option to work remotely on Mondays and Fridays
- > Shift 2: Fully remote
Application process
- 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
- 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
Salary benchmarks
Our take
Lendable competes with banks, other marketplace lenders, and consumer finance companies to provide loans to consumers, small businesses, and property developers. Last year the UK marketplace lenders loaned £7.3bn in total.
Lendable believes it can win in this crowded field due to its market-best customer service and its strong financials. Unlike Zopa, RateSetter, or Lending Works, their funding comes from institutional investors.
It originates and services the loans on behalf of institutional investors, but does not hold them on its own balance sheet.
Growing insolvencies will worry all marketplace lending platforms, but Lendable looks well placed to weather any credit storm given their substantial debt financing.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
40% female employees
72% employee growth in 12 months
Company
Employee endorsements
Challenging work
"At Lendable I'm in a position to make decisions and engineer solutions on a product that's worth billions and growing all of the time. This brings..."
Funding (last 2 of 3 rounds)
Mar 2022
$266m
GROWTH EQUITY VC
Sep 2017
$6.5m
SERIES A
Total funding: $275.7m
Company benefits
- Cycle to Work scheme
- Onsite Yoga
- Lunch cooked by onsite chefs 3 times a week
- 25 days holiday (excl. bank holidays)
- Work from home opportunities on Monday and Friday
- Private Health Insurance (inclusive of dental and pre-existing conditions)
- Share Options for all Employees
- Regular team and company wide socials
- Pension
Company HQ
London, UK
Articles
Leadership
Martin Kissinger
(Co-Founder & CEO)Studied Economics as an undergraduate at LSE before doing an MPhil at Oxford University. Worked as an Entrepreneur in Residence at Rocket in Berlin.
Paul Pamment
(Co-Founder)Studied Mathematics at Oxford University before taking up technical roles at a handful of startups.
Jakob Schwarz
(Co-Founder)Worked as an Analyst at Goldman Sachs and then BCG before founding Lendable.
Victoria van Lennep
(Co-Founder)Worked as the Deputy Editor at the Economist before joining Martin Kissinger to co-found Lendable!
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