Customer Operations Executive (London)

About Lendable Lendable is on a mission to make consumer finance amazing:faster, cheaper and friendlier.> We're building one of theworld’s leading fintechcompanies and are off to a strong start:> One of theUK’s newest unicornswith a team of just over 400 people> Among thetop 10 fastest-growingtech companies in the UK> Profitablesince 2017> Backed by top investors includingBalderton CapitalandGoldman Sachs> Lovedby customers with the best reviews in the market (4.9 across 10,000s of reviews onTrustpilot)So far, we’ve rebuilt theBig Threeconsumer 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 these 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 insmall teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo> Build the best technologyin-house, using new data sources, machine learning and AI to make machines do the heavy liftingAbout the roleThe 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 thefirst point of contact for customers resolving queriesat the first point of contact andensuring customers' needs are met.Reporting to the Team Lead, you will undertake customer queries viatelephony, 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 achieveoverall quality standards, and embed processes and proceduresto deliver good customer outcomesHow you will impact the objectives Ensure allcustomer contact is conducted to the highest standard and qualitymonitoring supports this area.Ensure process and policy adherence, highlighting processes to management which may require enhancement.Interact directly with customers via voice/non-voiceas part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need.Support customers ensuring interactionsare assessed against Lendables quality assurance scorecard and delivering meaningful and tailored responses.Identify opportunities for product and process improvementto better serve customersEscalating risks or potential riskswhich may negatively impact good customer outcomesIdentifying and recording customer dissatisfactionagainst Lendables processes and respondingappropriately to achieve complaint resolution,where complaint resolution is not possible following complaint escalation procedures.Support other areas within Operationsto meet operational performance if required.Meeting defined individual and team performance targetsto ensure delivery of key business and department objectives.Your experienceMinimum6 months Customer Serviceexperience preferablePrevious Loans, Cards, and Motorexperience desirable.Contact centre, financial servicesexperience desirable.Working to targets is preferable but not essentialPrevious experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)Interview ProcessA quick phone call with one of the teamOnsite InterviewMeet the team you’ll work with dailyLife 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
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