Description
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.
As a Complaints Officer - Graduate, you'll join our Operations team and work on complaints, training to become a fully competent Complaints Officer. You'll investigate and resolve complex customer interactions across loans, cards, and auto-finance.
Your responsibilities will include:
- Investigating and resolving complaints about our loans, cards, and auto-finance products
- Self-managing a varied and increasingly complex caseload
- Communicating with complainants in writing and by phone
- Writing professional final response letters
- Following our complaint handling standards and keeping clear records
- Working to resolve complaints without the customer needing to refer to the Financial Ombudsman Service
- Feeding back to frontline and product teams on product and process improvements
You'll be supported through structured training, coaching, and quality feedback as you develop in the role.
Some of the areas you'll delve into are:
- The regulatory framework for complaints: FCA regulation, the DISP rules, Consumer Duty
- Investigation technique: gathering evidence, interrogating system records and call recordings
- Decision making and redress: reaching fair and objective outcomes
- Customer communication: writing final response letters
- The Financial Ombudsman Service: how cases are referred and how FOS reaches its view
We're looking for:
- Someone educated to degree level
- Exceptional written communication skills
- An aptitude for investigation, analysis, problem-solving, and dispute resolution
- Strong organisation and self-management skills
- Sound judgment and a sound moral compass
In return, you'll get:
- The opportunity to scale up one of the world’s most successful fintech companies
- Flexible working: hybrid roles require three days in-office weekly
- Socials & connection: opportunities and events to come together
- Health coverage: support for your physical and mental wellbeing
- Retirement & savings: long-term financial wellbeing through retirement savings plans
- Employee referral programme: earn a competitive bonus when you refer successful new team members
- Office meals & snacks: enjoy a fully stocked kitchen