Customer Service Specialist (US Cards)

About Lendable

Lendable is on a mission to build the world's best technology to help people get credit and save money.We're building one of the world's leading fintech companies and are off to a strong start:

• One of the UK's most exciting unicorns with a team of over 800 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

1. Take ownership: you are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
2. Work in small teams of exceptional people: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions
3. Build the best technology in-house: we use new data sources, machine learning and AI to make machines do the heavy lifting

About the role

At Lendable, we're on a mission to brighten the financial futures of millions of Americans. Since launching our U.S. Credit Card in May 2024, we've been reshaping consumer credit by blending exceptional talent with cutting-edge technology.

We're looking for confident, motivated, and persuasive communicators who thrive on helping customers achieve financial stability. As part of this exciting new chapter, you'll play a key role in defining and managing critical operational 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). WFH Monday & Friday, Tuesday - Thursday in office.
• Shift 2: 4:00 PM-1:00 AM UK time (Monday-Friday). - Fully remote.

Training: Training will be 4-6 weeks long and held in our London office. The training times will be 10 am - 7 pm Monday - Friday UK time.

Holidays: You will receive 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed).

Your profile

• 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.
• Spanish Speaking, desirable but not essential.

What you'll be doing

• 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 that 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.

Nice to haves

• Previous experience in financial services or consumer lending environments.
• Familiarity with US-based work environments and customer expectations.

Interview Process

• An intro call with a member of the Talent Team
• Role-specific interview - Onsite
• Final stage interview with the head of department

Salary Range: £30K-£39K (includes an allowance for unsociable hours).

Life at Lendable

• Winning team: the opportunity to scale up one of the world's most successful fintech companies
• Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
• Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
• Health coverage: support for your physical and mental wellbeing, including private health cover
• Retirement & savings: long-term financial wellbeing through retirement savings plans
• Employee referral programme: earn a competitive bonus when you refer successful new team members
• Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
• Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations

Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.

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