Financial Support Agent

Lendable


Date: 2 weeks ago
City: Chatham
Contract type: Full time

About Lendable


Lendable is on a mission to make consumer finance amazing: faster, cheaper, and friendlier. We're building one of the world’s leading fintech companies and are off to a strong start:


  • One of the UK’s newest unicorns with a team of just over 500 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 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
  2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
  3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting


About the role


Location: Chatham, Kent UK


The Financial Support team is responsible for working with customers experiencing financial difficulty and struggling to make their contractual payments. Our primary role is to interact with customers to understand their circumstances to ensure we can offer a solution which is both affordable and sustainable and meets their individual needs.

Reporting to the Team Lead, you will undertake customer queries via telephony, email and live chat. We're looking for a superstar that can consistently improve overall quality standards, and embed processes and procedures to deliver good customer outcomes.


Your objectives


  • Ensure all customer contact is conducted to the highest standard and quality monitoring results are consistently achieved to evidence good customer outcomes.
  • 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.
  • 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 where appropriate any identified risks or potential risks that are a risk to achieving good customer outcomes.
  • 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 good customer outcomes are evidenced and met.
  • 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.
  • Signpost customers to relevant free debt charities, alternatively, identifying appropriate charities based on the customers' individual needs and circumstances.
  • Identifying vulnerable customers and ensuring vulnerable processes and policies are adhered to to support customers who may be vulnerable.


Your experience


  • Minimum 6 months of Financial Support/Collections experience preferable
  • Previous cards experience desirable
  • Previous experience of working to target desirable
  • Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)


What you'll need to succeed


  • A logical and methodical approach to evaluating individual circumstances to identify appropriate solutions based on a customer's circumstances
  • Strong communication skills both written and verbal to support customers across Lendables channels
  • Strong prioritisation skills, ability to organise
  • Resilient and calm approach when faced with difficult situations
  • Able to adapt written and verbal communication to suit an individual's needs.


Life at Lendable


  • 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, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.
  • Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks 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


Check out our blog!

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

General Assistant

JD Gyms, Chatham
2 days ago
Want to work for JD Gyms? Of course you do! We are an exciting, award winning gym chain that is quickly expanding across the UK and taking the sector by storm. We invest in fitting out our clubs to create top quality, stylish environments for our members. Excellent class timetables and robust on the ground teams are a key part...

Assistant

ESS – Defence, Energy and Government Services, Chatham
3 weeks ago
We're currently recruiting a dedicated Assistant - Zero Hours to help ensure the smooth running of the operations in Defence on a permanent casual basis, contracted to 0 hours per week.As a Assistant - Zero Hours, you will use your skills to maintain a high standard of quality work. In return, you will have the chance to progress your career...

Front of House UK - Team Member

Zizzi Restaurants, Chatham
4 weeks ago
Calling all Pizza lovers!!.......(Pasta lovers are welcome too)Front of House Team Member up to £12.21 per hour plus tronc and benefits As part of the Front of House team you could be greeting customers at the door, making cocktails on the bar, delivering picture perfect dishes to table or guiding the customer through their dining experience. You love to share...