At a Glance
- Tasks: Help customers achieve financial stability through excellent service and problem-solving.
- Company: Join one of the UK's fastest-growing fintech companies with a mission to reshape consumer credit.
- Benefits: Enjoy flexible working, health coverage, and a competitive salary of £30K–£39K.
- Other info: Be part of a winning team with great social events and opportunities for growth.
- Why this job: Make a real impact in a dynamic environment while building your career in tech.
- Qualifications: 2+ years in customer-facing roles with strong communication and problem-solving skills.
The predicted salary is between 30000 - 39000 £ per year.
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 newest unicorns with a team of just over 700 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:
- 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
- Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
- Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
About the role
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 Lendable's 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).
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.
Customer Service Specialist - US Cards in London employer: Lendable
Lendable is an exceptional employer that champions innovation and flexibility, making it an ideal place for a Senior Kotlin/JVM Engineer to thrive. With a vibrant work culture that prioritises collaboration and personal growth, employees are encouraged to develop their skills while contributing to impactful financial products. The company's commitment to flexible working arrangements further enhances the work-life balance, making it a rewarding environment for those looking to make a difference in the fintech space.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist - US Cards in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lendable. 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 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 Service Specialist - 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:Your cover letter is your chance to shine! Tell us why you want to work at Lendable 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!
How to prepare for a job interview at Lendable
✨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.
