Complaints Officer - Graduate

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 https://uk.trustpilot.com/review/lendable.co.uk)

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

This role is for someone wanting to start a career in operations within a financial services firm. You'll join as a Graduate focused on working complaints and train to become a fully competent Complaints Officer, investigating and resolving our more complex customer interactions across loans, cards and auto-finance. A critical role to help the business understand how it can serve customers better.

This is a casework role. From early on you will hold your own caseload, speak to customers directly, make decisions on whether we got it right, and put things right where we didn't. You will be supported through structured training, coaching and quality feedback as you develop in the role

Some of the areas you'll delve into are:

• The regulatory framework for complaints: FCA regulation, the DISP rules, Consumer Duty, and how the guidance is applied to real cases.

• Investigation technique: gathering evidence, interrogating system records and call recordings, and testing what actually happened against what should have happened.

• Decision making and redress: reaching fair and objective outcomes, and calculating and explaining any compensation due.

• Customer communication: writing final response letters that break complex issues down into plain English.

• The Financial Ombudsman Service: how cases are referred, how FOS reaches its view, and how we apply those learnings to future cases.

• Root cause and feedback: spotting the product and process failures behind complaints and feeding them back to frontline and product teams.

Reporting to a Complaints Manager within the Operations Team, you will be responsible for a live caseload and for the quality of the decisions you make on it.

No prior complaints experience needed, we care about how you think, not what you already know. This role requires an ability to learn quickly, work to deadlines and support our customers effectively.

Your team's objectives

Lendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. We are committed to providing excellent customer service and to reaching the right outcomes for our customers.

Feedback is an important part of how we evolve as a business. The team is encouraged to speak up, take each complaint on its own merits and provide valuable insight back into the business so we can improve and grow.

Our ability to handle complaints effectively for our customers and therefore for us as a business has never been more important than now, as we expand our existing products in the UK and US financial markets.

What you'll be doing

• Investigating and resolving complaints about our loans, cards and auto-finance products, taking each case on its own merits

• Self-managing a varied and increasingly complex caseload: prioritising cases, choosing the best contact mechanism for each customer, and working efficiently enough to meet our KPI minimum standards

• Communicating with complainants in writing and by phone — managing expectations, handling difficult situations with tact and professionalism, and finding solutions to the issues raised

• Writing professional final response letters that set out our decision, our rationale and the customer's right to refer to the Financial Ombudsman Service

• Following our complaint handling standards and keeping clear records, making sure every decision is backed by demonstrable evidence and a documented rationale

• Working to resolve complaints without the customer needing to refer to FOS, and applying the learnings from both internal and FOS outcomes to future cases

• Feeding back to frontline and product teams on the product and process improvements your cases surface, across Operations and the wider Lendable business

• Keeping your knowledge of Lendable's products current through effective use and review of our policies, procedures and business tools

• Turning your hand to other areas of operational need as the business requires

What we're looking for

• Educated to degree level

• Exceptional written communication - you can structure an argument and explain a complex decision clearly to someone who is not an expert

• An aptitude for investigation, analysis, problem-solving and dispute resolution

• Strong organisation and self-management - you can hold a caseload, prioritise it and work to deadlines without being chased

• Sound judgment and a sound moral compass: willing to speak up to make sure good customer outcomes stay at the heart of what we do

• Resilience and adaptability in a fast-paced, changing environment

• A willingness to learn FCA regulation and the DISP complaint handling rules and guidance

The interview process

We're not a corporation so we try our best to get things moving as quickly as possible. For this role we'd expect:

• A 15 minute cognitive assessment

• A quick phone call with one of the Talent team

• An onsite assessment centre with a role focus and a final stage interview with the Complaints Management team to discuss your fit and capability for the role.

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.

Check out our blog https://blog.lendable.co.uk/!