Customer Operations Executive, Lendable

Salary not provided

+ Equity

Entry, Junior and Mid level
London

3 days a week in office

Lendable

Fintech Unicorn - Lending Platform

Open for applications

Lendable

Fintech Unicorn - Lending Platform

201-500 employees

FintechB2CMarketplacePersonal financeLendingCustomer service

Open for applications

Salary not provided

+ Equity

Entry, Junior and Mid level
London

3 days a week in office

201-500 employees

FintechB2CMarketplacePersonal financeLendingCustomer service

Company mission

To make consumer finance amazing: faster, cheaper and friendlier.

Role

Who you are

  • Ideally, you will have a minimum of 6 months experience in Customer Service/Support or Operations
  • 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)

Desirable

  • Previous Loans, Cards, and Motor experience
  • Contact centre, financial services experience

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
  • 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 team
  • Onsite Interview
  • Meet the team you’ll work with daily

Salary benchmarks

Our take

Lendable competes with banks, other marketplace lenders, and consumer finance companies to provide loans to consumers, small businesses, and property developers. Last year the UK marketplace lenders loaned £7.3bn in total.

Lendable believes it can win in this crowded field due to its market-best customer service and its strong financials. Unlike Zopa, RateSetter, or Lending Works, their funding comes from institutional investors.

It originates and services the loans on behalf of institutional investors, but does not hold them on its own balance sheet.

Growing insolvencies will worry all marketplace lending platforms, but Lendable looks well placed to weather any credit storm given their substantial debt financing.

Steph headshot

Steph

Company Specialist

Insights

Top investors

Some candidates hear
back within 2 weeks

40% female employees

72% employee growth in 12 months

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

$274.1m

GROWTH EQUITY VC

Sep 2017

$6.5m

SERIES A

Total funding: $283.9m

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

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.

Worked as the Deputy Editor at the Economist before joining Martin Kissinger to co-found Lendable!

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