LendInvest is the UK’s leading FinTech platform for property finance. Over the past 18 years, we have grown from just our two founders to a team of over 200 working to make property finance simple for everyone.
A workplace culture built around trying new things, getting things done, and having fun while we do it has helped us lend more than £9 billion of mortgages, put thousands of new or improved homes into the UK housing market, and successfully launch on the London Stock Exchange. We have big plans to continue growing the business, our products, our technology, and our people.
About Your Work
As a Customer Service Officer, you will be working in a fast-paced role with varied challenges. You will work across all our product lines, delivering a customer-centric service. What matters to us most is understanding and solving our customers’ needs. As a Service Officer, you will be the face of the company, helping borrowers manage their accounts while ensuring accuracy and compliance. Please note this is a 12 month fixed term contract.
Key Responsibilities
- Deliver a customer-centric service across all product lines, including our Buy-To-Let and Residential mortgage pipelines, focusing on understanding and solving customers’ needs.
- Handling sensitive and high-risk customer cases involving vulnerable customers, ensuring all actions are fair, empathetic, and compliant with Consumer Duty.
- Administration for critical processes, such as onboarding new loans, generating redemption statements, arrears and direct debit management, charge registrations and product transfers.
- Handling formal complaints and drafting final responses, particularly those escalated to the Financial Ombudsman Service (FOS). This includes conducting root cause analysis.
- Ensuring processes are followed correctly, all whilst adhering to dashboards and queues to ensure all Service Level Agreements (SLAs) are met with a high standard of service.
About you
- Great customer service experience.
- Excellent attention to detail.
- The ability to communicate clearly and professionally with external partners, including our borrowers and customers, brokers, solicitors, estate agents and debt advice agencies.
- Strong numerical skills and the ability to identify errors before any customer impact occurs.
- Experience of working as a team player, whose behaviour demonstrates commitment to team goals.
- A passion for developing within a culture of growth and development.
- Deep knowledge of the rules governing fair treatment of customers in payment difficulty, including forbearance options (advantage).
- Understanding and experience of mortgage / financial services (preferred).
Benefits & perks
- Competitive salary + company bonus scheme
- Hybrid working policy
- 25 days holiday (increasing with the length of service)
- Private healthcare
- Enhanced parental leave
- Matched pension contributions up to 4%
- Critical illness cover
- Employee Assistance Programme & Mental Health support
- Life assurance
- Regular performance reviews to promote a culture of growth and development
- Leadership training for managers
- Give as you earn scheme for charitable donations
- Support for attending conferences and professional learning & development
- Discounts via Perkbox
- Cycle to work scheme
- YellowNest
- Electric car loan scheme
- Monthly socials & annual offsite
Diversity, Inclusion & Belonging at LendInvest
At LI we believe in bringing your whole selves to work, and we are committed to a culture of belonging where individuals can form a genuine community. We are proud to be an equal opportunities employer and are committed to building a team that represents a variety of backgrounds, perspectives and skills. We are happy to discuss and implement reasonable adjustments to support candidates throughout the recruitment process.
#J-18808-Ljbffr…