Description
As a Complaints Officer (FOS) at Lendable, you will be responsible for handling complex complaints related to loans, credit cards, and auto-finance products. You will work closely with customers and other departments to understand customer friction points and come to fair and objective decisions.
Key responsibilities:
- Investigate and resolve complaints in a fair and timely manner
- Assess and critique evidence to come to a comprehensive decision
- Build rapport with customers and manage multiple third-party interactions
- Prioritize cases based on business and customer needs
- Use AI tools and technology to bring a first-class service to customers
- Work closely with the Complaints Team to resolve complaints and provide feedback to frontline and product teams
Requirements:
- Experience of handling complex complaints or working in the automotive finance sector
- Problem-solving and decision-making skills
- Great phone and written communication skills
- Ability to build rapport and manage multiple third parties
Nice to have:
- Experience of working in a regulated motor finance environment
- Understanding of the Consumer Rights Act 2015
- Knowledge of Motor-related policies and industry standards
- Strong experience working with the Financial Ombudsman Service (FOS)
Benefits:
- Flexible working arrangements
- Private health cover
- Retirement savings plans
- Employee referral program
- Office meals and snacks
Interview process:
- Phone call with the team
- Exercise to demonstrate complaint resolution skills
- Assessment to evidence knowledge of FCA regulations and DISP complaint handling rules
- Onsite interview