Customer Service Specialist (US Cards)

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

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:

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).

• 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.

Also

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.

The work

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 dissatisf