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For Companies At a Glance
- Tasks: Assist customers with queries via phone, email, and live chat, ensuring first-contact resolution.
- Company: Join Lendable, a fast-growing fintech unicorn revolutionising consumer finance with innovative solutions.
- Benefits: Enjoy remote work options, equity compensation, and a fully stocked kitchen in the office.
- Why this job: Be part of a dynamic team making a real impact in the finance industry while developing your skills.
- Qualifications: Previous customer service experience is essential; vehicle finance knowledge is a plus.
- Other info: Work in a vibrant office environment in Shoreditch, London, with a focus on well-being.
The predicted salary is between 28800 - 43200 £ per year.
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:
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One of the UK’s newest unicorns with a team of just over 600 people
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Among the fastest-growing tech companies in the UK
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Profitable since 2017
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Backed by top investors including Balderton Capital and Goldman Sachs
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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
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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
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Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
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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
Team: Auto-finance Team
The Customer Service department is responsible for working with customers who have queries about their loan/card/Motor from the application stage and supports the end-to-end journey. Our primary role is to be the first point of contact for customers resolving queries at the first point of contact and ensuring customers\’ needs are met.
Reporting to the Team Lead, you will undertake customer queries via telephony, email and live chat. We\’re looking for a superstar who can utilise their skills and capability levels in the performance of their roles so that they can consistently achieve overall quality standards, and embed processes and procedures to deliver good customer outcomes.
How you will impact the objectives
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Ensure all customer contact is conducted to the highest standard and quality monitoring supports this area.
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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 and customers achieve first-contact resolution on their query/need.
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Support customers ensuring interactions are assessed against Lendable\’s quality assurance scorecard and delivering meaningful and tailored responses.
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Identify opportunities for product and process improvement to better serve customers
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Escalating risks or potential risks which may negatively impact good customer outcomes.
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Identifying and recording customer dissatisfaction against Lendable\’s processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.
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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 department objectives.
Your experience
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Vehicle finance experience working a strong desirable
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Minimum 6 months Customer Service experience preferable
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Motor experience is desirable.
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Contact centre, financial services experience desirable.
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Working to targets is preferable but not essential
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Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)
Interview Process
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A virtual call with one of the Talent team
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Onsite Interview where you will meet the team you’ll work with daily
Life at Lendable
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The opportunity to scale up one of the world’s most successful fintech companies.
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Best-in-class compensation, including equity.
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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.
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Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.
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We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance
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We\’re an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London
Check out our blog!
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Customer Operations Executive (Auto Finance) employer: Lendable
Contact Detail:
Lendable Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Executive (Auto Finance)
✨Tip Number 1
Familiarise yourself with Lendable's mission and values. Understanding their commitment to making consumer finance faster, cheaper, and friendlier will help you align your responses during the interview and demonstrate your enthusiasm for their goals.
✨Tip Number 2
Prepare to discuss your previous customer service experiences in detail. Highlight specific instances where you resolved customer queries effectively, as this role requires a strong focus on first-contact resolution.
✨Tip Number 3
Research common challenges in the auto finance sector and think about how you could contribute to improving processes at Lendable. Being proactive in suggesting improvements can set you apart from other candidates.
✨Tip Number 4
Practice your communication skills, especially for telephony and live chat scenarios. Since you'll be interacting directly with customers, showcasing your ability to convey information clearly and empathetically will be crucial.
We think you need these skills to ace Customer Operations Executive (Auto Finance)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Customer Operations Executive position. Tailor your application to highlight relevant experiences that align with Lendable's mission and values.
Highlight Relevant Experience: Emphasise any previous customer service experience, especially in vehicle finance or financial services. Use specific examples to demonstrate how you've successfully resolved customer queries or improved processes in past roles.
Showcase Your Skills: Mention skills that are crucial for the role, such as communication, problem-solving, and the ability to work under pressure. Provide examples of how you've used these skills in a customer-facing environment to achieve positive outcomes.
Craft a Compelling Cover Letter: Write a cover letter that not only expresses your enthusiasm for the role but also explains why you want to work at Lendable specifically. Mention their commitment to customer satisfaction and innovation in fintech, and how you can contribute to their goals.
How to prepare for a job interview at Lendable
✨Research Lendable's Mission
Before your interview, take some time to understand Lendable's mission to make consumer finance amazing. Familiarise yourself with their products and values, as this will help you align your answers with what they stand for.
✨Demonstrate Customer Service Skills
Since the role focuses on customer interactions, be prepared to share specific examples of how you've successfully resolved customer queries in the past. Highlight your ability to achieve first-contact resolution and maintain high-quality standards.
✨Showcase Problem-Solving Abilities
Lendable values resourcefulness and innovative thinking. Be ready to discuss situations where you've identified opportunities for improvement or solved complex problems, especially in a customer service context.
✨Prepare for Team Dynamics
As you'll be working closely with a small team, think about how you can contribute to a collaborative environment. Share experiences that demonstrate your ability to work well with others and support team objectives.
