At a Glance
- Tasks: Help customers achieve financial stability through excellent communication and problem-solving.
- Company: Join Lendable, a forward-thinking company reshaping consumer credit in the US.
- Benefits: Enjoy 25 days annual leave, competitive salary, and hybrid working options.
- Other info: Dynamic training environment with opportunities for growth and development.
- Why this job: Make a real impact on customers' financial futures while developing your skills.
- Qualifications: 2 years in a customer-facing role with strong communication and problem-solving skills.
The predicted salary is between 30000 - 39000 £ per year.
At 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).
Customer Operations Executive - US Cards in London 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Executive - US Cards in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lendable Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lendable Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Executive - US Cards in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lendable Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Lendable Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lendable Ltd!
How to prepare for a job interview at Lendable Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
