Customer Operations Executive, Lendable

• We’re looking for confident, motivated, and persuasive communicators who thrive on helping customers achieve financial stability
• 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

• 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 in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
• Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
• 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
• 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)
• 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 customers via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard)
• 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 Cards program
• Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need
• 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