Complaints Officer - Graduate

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

This role is for someone wanting to start a career in operations within a financial services firm. You'll join as a Graduate focused on working complaints and train to become a fully competent Complaints Officer, investigating and resolving our more complex customer interactions across loans, cards and auto-finance. A critical role to help the business understand how it can serve customers better.

This is a casework role. From early on you will hold your own caseload, speak to customers directly, make decisions on whether we got it right, and put things right where we didn't. You will be supported through structured training, coaching and quality feedback as you develop in the role

Also

Some of the areas you'll delve into are

Reporting to a Complaints Manager within the Operations Team, you will be responsible for a live caseload and for the quality of the decisions you make on it.

No prior complaints experience needed, we care about how you think, not what you already know. This role requires an ability to learn quickly, work to deadlines and support our customers effectively.

Your team's objectives

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

Feedback is an important part of how we evolve as a business. The team is encouraged to speak up, take each complaint on its own merits and provide valuable insight back into the business so we can improve and grow.

Our ability to handle complaints effectively for our customers and therefore for us as a business has never been more important than n

• The regulatory framework for complaints: FCA regulation, the DISP rules, Consumer Duty, and how the guidance is applied to real cases.
• Investigation technique: gathering evidence, interrogating system records and call recordings, and testing what actually happened against what should have happened.
• Decision making and redress: reaching fair and objective outcomes, and calculating and explaining any compensation due.
• Customer communication: writing final response letters that break complex issues down into plain English.
• The Financial Ombudsman Service: how cases are referred, how FOS reaches its view, and how we apply those learnings to future cases.
• Root cause and feedback: spotting the product and process failures behind complaints and feeding them back to frontline and product teams.