Complaints Officer, Lendable
Optional WFH Monday and Friday
3-5 days a week in office
Fintech Unicorn - Lending Platform
Open for applications
Fintech Unicorn - Lending Platform
201-500 employees
Open for applications
Optional WFH Monday and Friday
3-5 days a week in office
201-500 employees
Company mission
To make consumer finance amazing: faster, cheaper and friendlier.
Role
Who you are
- The ideal candidate will have experience in resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution
- You’ll work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require
- You will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance
What the job involves
- As we grow, we’re looking for a Complaints Officer to help us investigate and resolve our more complex customer interactions
- As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions
- Lendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. Lendable is committed to providing excellent customer service and ensuring that it reaches the right outcomes for our customers
- Feedback is an important part of 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 and provide valuable insights to the business in order to improve and grow
- 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
- You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards
- You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale
- You’ll work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business
- You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism
- You will also ensure that you maintain up to date knowledge of Lendable’s products through effective use and review of policies, procedures and business tools made available to you
- You will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand
- You will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to refer to the Financial Ombudsman service, and ensuring you are applying any learnings from both internal and FOS complaints to future complaint cases
Application process
- A quick phone call with one of the teamAn exercise to demonstrate your ability to resolve complaints
- An assessment to evidence your knowledge of FCA regulations and DISP complaint handling rules/guidance
- Onsite interview to discuss the exercises you have completedMeet the team you’ll work with daily
Salary benchmarks
Our take
Lendable competes with banks, other lenders, and consumer finance companies to provide loans, credit cards and car financing to consumers. Streamlining the loan application process, the company cuts personalised rates and fund transfers from days to minutes.
Lendable believes it can win in this crowded field due to its market-best customer service and strong financials. Part of its success is due to its funding coming from institutional investors. Lendable originates and services its loans on behalf of institutional investors, but doesn't hold them on its own balance sheet.
Growing insolvencies will worry all lending platforms, but Lendable looks well-placed to weather any credit storm given its substantial debt financing. In 2023, it launched two new products in the US, signifying its growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
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
$276.4m
GROWTH EQUITY VC
Sep 2017
$6.5m
SERIES A
Total funding: $286.2m
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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