About Lendable
Lendable is on a mission to make consumer finance amazing:
faster, cheaper and friendlier. We're building one of the
world’s leading fintech
companies and are off to a strong start: One of the
UK’s newest unicorns
with a team of just over 400 people. Among the
fastest-growing
tech companies in the UK. Profitable
since 2017. Backed by top investors including
Balderton Capital
and
Goldman Sachs . Loved
by customers with the best reviews in the market (4.9 across 10,000s of reviews on
Trustpilot ). So far, we’ve rebuilt the
Big Three
consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets
(UK and US)
where trillions worth of financial products are held by big banks with dated systems and painful processes. Join us if you want to >
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. About the role The Financial Support team is responsible for working with customers experiencing financial difficulty and struggling to make their contractual payments. Our primary role is to interact with customers to understand their circumstances to ensure we can
offer a solution
which is both
affordable and sustainable
and meets their individual needs. Reporting to the Team Lead, you will
undertake customer queries via telephony, email and live chat.
We're looking for a superstar that can
consistently improve overall quality standards
and embed processes and procedures to deliver good customer outcomes. Your objectives Ensure all customer contact is
conducted to the highest standard
and quality monitoring results are consistently achieved to evidence good customer outcomes. 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. Support customers
ensuring interactions are assessed against Lendable's quality assurance
scorecard and delivering meaningful and tailored responses. Identify opportunities for product and process improvement
to better serve customers, escalating where appropriate any identified risks or potential risks that are a risk to achieving good customer outcomes. 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 good customer outcomes are evidenced and met. Identifying and recording customer dissatisfaction
against Lendable's processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures. Signpost customers
to relevant free debt charities, alternatively, identifying appropriate charities based on the customers' individual needs and circumstances. Identifying vulnerable customers
and
ensuring vulnerable processes and policies are adhered
to support customers who may be vulnerable. Your profile Minimum
6 months of Financial Support/Collections experience preferable . Previous
cards experience
desirable. Previous experience of
working to target desirable . Previous experience of
working in a customer contact/facing role essential
(if no previous work experience, able to evidence competencies which demonstrate capability). What you'll need to succeed A
logical and methodical approach
to evaluating individual circumstances to identify appropriate solutions based on a customer's circumstances. Strong communication skills
both written and verbal to support customers across Lendable's channels. Strong prioritisation skills , ability to organise. Resilient
and
calm
approach when faced with difficult situations. Able to adapt written and verbal communication
to suit an individual's needs. Life at Lendable (check out our
Glassdoor page ) The opportunity to scale up one of the
world’s most successful
fintech companies. Best-in-class
compensation, including equity. You can work from home
every Monday and Friday
if you wish - on the other days we all come together IRL to be together, build and exchange ideas. Our in-house chef
prepares fresh, healthy lunches in the office every Tuesday-Thursday. We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to
private health insurance . We're an
equal opportunity employer
and are looking to make Lendable the most inclusive and open workspace in London. Check out our
blog !
#J-18808-Ljbffr
faster, cheaper and friendlier. We're building one of the
world’s leading fintech
companies and are off to a strong start: One of the
UK’s newest unicorns
with a team of just over 400 people. Among the
fastest-growing
tech companies in the UK. Profitable
since 2017. Backed by top investors including
Balderton Capital
and
Goldman Sachs . Loved
by customers with the best reviews in the market (4.9 across 10,000s of reviews on
Trustpilot ). So far, we’ve rebuilt the
Big Three
consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets
(UK and US)
where trillions worth of financial products are held by big banks with dated systems and painful processes. Join us if you want to >
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. About the role The Financial Support team is responsible for working with customers experiencing financial difficulty and struggling to make their contractual payments. Our primary role is to interact with customers to understand their circumstances to ensure we can
offer a solution
which is both
affordable and sustainable
and meets their individual needs. Reporting to the Team Lead, you will
undertake customer queries via telephony, email and live chat.
We're looking for a superstar that can
consistently improve overall quality standards
and embed processes and procedures to deliver good customer outcomes. Your objectives Ensure all customer contact is
conducted to the highest standard
and quality monitoring results are consistently achieved to evidence good customer outcomes. 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. Support customers
ensuring interactions are assessed against Lendable's quality assurance
scorecard and delivering meaningful and tailored responses. Identify opportunities for product and process improvement
to better serve customers, escalating where appropriate any identified risks or potential risks that are a risk to achieving good customer outcomes. 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 good customer outcomes are evidenced and met. Identifying and recording customer dissatisfaction
against Lendable's processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures. Signpost customers
to relevant free debt charities, alternatively, identifying appropriate charities based on the customers' individual needs and circumstances. Identifying vulnerable customers
and
ensuring vulnerable processes and policies are adhered
to support customers who may be vulnerable. Your profile Minimum
6 months of Financial Support/Collections experience preferable . Previous
cards experience
desirable. Previous experience of
working to target desirable . Previous experience of
working in a customer contact/facing role essential
(if no previous work experience, able to evidence competencies which demonstrate capability). What you'll need to succeed A
logical and methodical approach
to evaluating individual circumstances to identify appropriate solutions based on a customer's circumstances. Strong communication skills
both written and verbal to support customers across Lendable's channels. Strong prioritisation skills , ability to organise. Resilient
and
calm
approach when faced with difficult situations. Able to adapt written and verbal communication
to suit an individual's needs. Life at Lendable (check out our
Glassdoor page ) The opportunity to scale up one of the
world’s most successful
fintech companies. Best-in-class
compensation, including equity. You can work from home
every Monday and Friday
if you wish - on the other days we all come together IRL to be together, build and exchange ideas. Our in-house chef
prepares fresh, healthy lunches in the office every Tuesday-Thursday. We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to
private health insurance . We're an
equal opportunity employer
and are looking to make Lendable the most inclusive and open workspace in London. Check out our
blog !
#J-18808-Ljbffr
