# Customer Service Specialist

**Company**: Lendable
**Location**: Chatham
**Work arrangement**: hybrid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://jobs.ashbyhq.com/lendable/a7e38678-6268-4390-b38d-e1f1aa13de59?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a50e4283-54f

## 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 with a team of over 800 people, profitable since 2017, and backed by top investors including Balderton Capital and Goldman Sachs.

The Customer Service Specialist role plays a vital customer-facing role, responsible for delivering high-quality support for a designated Lendable product, encompassing both general customer service and financial support. You will follow established processes to resolve a variety of complex customer queries, ensuring interactions are efficient, accurate, and empathetic.

Key Responsibilities:

- Deliver exceptional support for a designated Lendable product, expertly handling a full spectrum of customer service and financial support queries via multiple channels.

- Listen actively and provide clear, accurate responses, adapting communication style to each customer's needs.

- Take end-to-end ownership of customer interactions, ensuring every query is managed through to effective resolution or appropriate escalation.

- Build rapport and trust while maintaining control of conversations, ensuring positive and compliant customer outcomes.

- Ask effective probing questions to understand a customer’s financial circumstances and identify appropriate support options.

Operational Excellence & Process Execution:

- Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance.

- Effectively use AI and digital tools to streamline customer interactions and deliver faster, more accurate service.

- Identify blockers, process gaps, or recurring issues and communicate these to relevant teams.

Continuous Improvement & Feedback:

- Provide clear, actionable feedback from frontline experiences to enhance our knowledge base, training resources, and AI systems.

- Participate in process reviews and contribute suggestions to enhance the customer journey, automation, and operational efficiency.

Learning & Development:

- Respond positively to coaching and feedback, using it to improve performance and customer outcomes.

- Demonstrate initiative in learning new tools, products, and procedures as they are introduced.

Perks & Benefits:

- 25 days of holiday, plus extra days to reward your loyalty.

- Company Equity, meaning as we scale, you directly share in our financial success.

- Comprehensive private medical and dental insurance from day one.

- Earn up to a £4,000 annual performance bonus.

- Access hundreds of exclusive employee discounts, alongside our brand-new recognition programme.

## Skills

### Required
- customer service
- financial support
- communication
- problem-solving
- AI-driven platforms

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/lendable/a7e38678-6268-4390-b38d-e1f1aa13de59?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)