Financial Support Agent (Part Time Working)

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
The Financial Support team is responsible for working with customers experiencing financial difficulty and struggling to make their contractual payments. Our primary role is to interact with customers to understand their circumstances to ensure we can offer a solution which is both affordable and sustainable and meets their individual needs.

In this position, you'll report directly to the Team Leads, you will undertake customer queries via email and live chat.. We're seeking a dedicated individual who can leverage their skills to consistently meet quality standards whilst adhering to processes that lead to positive customer outcomes.

This role offers a weekend work schedule within a structured framework, making it ideal for someone who thrives in a working from home environment and enjoys being part of a team. If you're passionate about delivering exceptional customer service, we want to hear from you!

Salary Range: £10,800 - £11,200

Working Hours:

• 8-16 hours per week on Saturdays and Sundays (open to discussion)
Shifts can be worked as 4 or 8 hours on Saturday and/or Sunday, or as a single 8-hour shift across either day.

• Optional - Additional contracted hours can be requested between Monday to Friday, 4pm to 9pm.

Work from Home Environment:

• Fully remote (however you will need to be available for training in office Monday - Friday for up to 20 days)

Holidays: You will receive annual leave equivalent to your contractual hours versus a full time colleague.

Training: Training and initial role embedding will be 4 weeks long and held in our Chatham office. The training times will be 9.30 am - 5.30 pm. Please note that you will be paid for your full time in training.

Your Profile

• Strong communication skills.

• Excellent problem-solving abilities and a customer-first mindset.

• Ability to work efficiently in a fast-paced environment.

• Highly efficient in working across multiple different cases and systems

• Strong computer literacy skills

• Previous experience in customer support, financial support or a related field is a plus.

What You’ll Be Doing

• Engagement: Assist applicants in navigating the loan application process, ensuring they can access funds in their bank accounts as efficiently as possible.

• Verification: Validate the information provided by loan applicants to uphold responsible lending practices following our policies and procedures.

• Customer-Centric Approach: Every interaction you have will reflect our commitment to putting customers first, ensuring their queries are resolved promptly.

• Process Improvement: Propose enhancements to our processes and product features that can drive growth and efficiency, sharing valuable customer feedback with our product team.

• Quality Assurance: Deliver tailored and meaningful responses to customers, using Lendable's quality assurance scorecard to maintain high standards.

• Complaint Resolution: Identify and document instances of customer dissatisfaction with Lendable’s processes, responding appropriately to resolve complaints or following escalation procedures when necessary.

• Performance Targets: Achieve individual and team performance targets to contribute to key business and departmental objectives.

Interview process

• Application and completion of application questions

• An intro call with a member of the Talent Team

• Role-specific interview and assessment

Life at Lendable

• The opportunity to scale up one of the world’s most successful fintech companies.

• Best-in-class compensation, including equity.

• 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.

• Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.

• We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance

• We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London

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