Case Handler – Customer Service – Homeworking

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:nAmong the fastest-growing tech companies in the UKn nSo far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. 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.nBuild the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy liftingnAs we grow, we’re looking for a Complaints Officer to help us investigate and resolve our more complex customer interactions. nLendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. Lendable is committed to providing excellent customer service and ensuring that it reaches the right outcomes for our customers. nFeedback is an important part of how we can evolve as a business to ensure that we are meeting our customers’ expectations and continuously improving our service and the team is encouraged to speak up, take each complaint on its own merits and provide valuable insights to the business in order to improve and grow. nOur ability to handle complaints effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as we expand our existing products in the UK and US financial markets. nThe ideal candidate will have experience in resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution. nYou will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards. nYou will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale. nYou’ll work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business. nYou will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism. nYou will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance. nYou will also ensure that you maintain up to date knowledge of Lendable’s products through effective use and review of policies, procedures and business tools made available to you. nYou will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand. nYou will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to refer to the Financial Ombudsman service, and ensuring you are applying any learnings from both internal and FOS complaints to future complaint cases. nA quick phone call with one of the teamAn exercise to demonstrate your ability to resolve complaintsn nnAn assessment to evidence your knowledge of FCA regulations and DISP complaint handling rules/guidancen nnWinning team: the opportunity to scale up one of the world’s most successful fintech companiesn nnFlexible 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-sitesn nnSocials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office wallsn nnHealth coverage: support for your physical and mental wellbeing, including private health covern nnRetirement & savings: long-term financial wellbeing through retirement savings plansn nnEmployee referral programme: earn a competitive bonus when you refer successful new team membersn nnOffice meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locationsn nnSustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locationsnFor more information, please speak to your Talent Partner.…