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.