Complaints Officer (FOS)

Skills this role screens for

About the role

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:

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.

• 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)

Also

JOIN US IF YOU WANT TO

• Take ownership: 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: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions
• Build the best technology in-house: we use new data sources, machine learning and AI to make machines do the heavy lifting

The work

About the role

As we grow, we’re looking to expand our Complaints handling team. As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions.

If you have experience of either handling complex complaints (preferably motor or secured product related) or have worked in the automotive finance sector and have the following skills we’d love to hear from you:

• Problem solving and decision making skills - putting the customer at the heart of everything you do
• The ability to assess and critique evidence coming to a fair and comprehensive decision
• Be able to shift focus and re-prioritise workloads based on business and customer needs
• Great phone and written communication skills, being clear and concise to promote customer understanding.
• The ability to build rapport and manage multiple third parties including ensuring that customer expectations are managed.

Who they want

Also, even better if you have

Your team’s objectives

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

Feedback is an important part of how we can evolve as a business to ensure that we are meeting our customers' expectations and continuously improving our service and the team is encouraged to speak up, take each complaint on its own merits and provide valuable insights to the business in order to improve and grow.

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

How you’ll impact those objectives

The ideal candidate will have experience of resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution.

• Experience of working in a regulated motor finance environment
• An understanding of the Consumer Rights Act 2015
• An understanding of Motor related policies and industry standards
• The ability to comprehend complex Satisfactory Quality-related complaints
• Strong experience working with the Financial Ombudsman Service (FOS).
• You will be able to self manage a varied and complex caseload, identifying best con