Customer Operations Executive, Lendable
£27-30k
Offers equity
More information about location
3+ days a week in office
Fintech Unicorn - Lending Platform
Open for applications
Fintech Unicorn - Lending Platform
201-500 employees
Open for applications
£27-30k
Offers equity
More information about location
3+ days a week in office
201-500 employees
Company mission
To make consumer finance amazing: faster, cheaper and friendlier.
Role
Who you are
- Minimum 6 months Customer Service experience preferable
- Previous Loans, Cards, and Motor experience desirable
- Contact centre, financial services experience desirable
- Working to targets is preferable but not essential
- Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)
What the job involves
- The Customer Service department is responsible for working with customers who have queries about their loan/card/Motor from the application stage and supports the end-to-end journey
- Our primary role is to be the first point of contact for customers resolving queries at the first point of contact and ensuring customers' needs are met
- Reporting to the Team Lead, you will undertake customer queries via telephony, email and live chat
- We're looking for a superstar who can utilise their skills and capability levels in the performance of their roles so that they can consistently achieve overall quality standards, and embed processes and procedures to deliver good customer outcomes
- Ensure all customer contact is conducted to the highest standard and quality monitoring supports this area
- Ensure process and policy adherence, highlighting processes to management which may require enhancement
- 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
- Support customers ensuring interactions are assessed against Lendables quality assurance scorecard and delivering meaningful and tailored responses
- Identify opportunities for product and process improvement to better serve customers
- 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
- Support other areas within Operations to meet operational performance if required
- Meeting defined individual and team performance targets to ensure delivery of key business and department objectives
Application process
- A quick phone call with one of the teamOnsite Interview
- Meet the team you’ll work with daily
Salary benchmarks
Our take
Lendable competes with banks, other lenders, and consumer finance companies to make finance and credit easier to access for all 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. With fresh funding, this profitable fintech unicorn is poised to make credit access easier for micro, small, and medium enterprises. And with the launch of two new products in the US, Lendable is certainly in a good position for more 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
$285.9m
GROWTH EQUITY VC
Sep 2017
$6.5m
SERIES A
Total funding: $295.8m
Company HQ
London, UK
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.
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