# Customer Operations Executive - US Cards* London* Full Time (Permanent)* Hybrid* UK Customer OpsApply for this role## About the roleAt 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). #J-18808-Ljbffr
Customer Operations Executive - US Cards employer: Lendable Ltd
Lendable Ltd is an exceptional employer that fosters a dynamic and collaborative work culture, perfect for those looking to thrive in the fast-paced world of marketing. With a strong focus on employee growth and development, you will have ample opportunities to enhance your skills while working on exciting projects under the innovative Zable brand. Located in a vibrant area, our team enjoys a supportive environment that values creativity and teamwork, making it a rewarding place to build your career.
