# Operations Investigations Graduate **Company**: Lendable **Location**: London **Work arrangement**: hybrid **Experience**: entry **Job type**: full-time **Category**: Operations **Industry**: Finance **Apply**: https://jobs.ashbyhq.com/lendable/ae4ae324-4ebf-4594-9db4-0bad556ae95e?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_cc62c7ee-635 ## 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. This role is for someone wanting to start a career in operations within a financial services firm. You'll join as a Graduate focused on working complaints and train to become a fully competent Complaints Officer, investigating and resolving our more complex customer interactions across loans, cards and auto-finance. Some of the areas you'll delve into are: - The regulatory framework for complaints: FCA regulation, the DISP rules, Consumer Duty, and how the guidance is applied to real cases. - Investigation technique: gathering evidence, interrogating system records and call recordings, and testing what actually happened against what should have happened. - Decision making and redress: reaching fair and objective outcomes, and calculating and explaining any compensation due. - Customer communication: writing final response letters that break complex issues down into plain English. - The Financial Ombudsman Service: how cases are referred, how FOS reaches its view, and how we apply those learnings to future cases. - Root cause and feedback: spotting the product and process failures behind complaints and feeding them back to frontline and product teams. Your responsibilities: - Investigating and resolving complaints about our loans, cards and auto-finance products, taking each case on its own merits - Self-managing a varied and increasingly complex caseload: prioritising cases, choosing the best contact mechanism for each customer, and working efficiently enough to meet our KPI minimum standards - Communicating with complainants in writing and by phone , managing expectations, handling difficult situations with tact and professionalism, and finding solutions to the issues raised - Writing professional final response letters that set out our decision, our rationale and the customer's right to refer to the Financial Ombudsman Service - Following our complaint handling standards and keeping clear records, making sure every decision is backed by demonstrable evidence and a documented rationale - Working to resolve complaints without the customer needing to refer to FOS, and applying the learnings from both internal and FOS outcomes to future cases - Feeding back to frontline and product teams on the product and process improvements your cases surface, across Operations and the wider Lendable business - Keeping your knowledge of Lendable's products current through effective use and review of our policies, procedures and business tools - Turning your hand to other areas of operational need as the business requires What we're looking for: - Educated to degree level - Exceptional written communication - you can structure an argument and explain a complex decision clearly to someone who is not an expert - An aptitude for investigation, analysis, problem-solving and dispute resolution - Strong organisation and self-management - you can hold a caseload, prioritise it and work to deadlines without being chased - Sound judgment and a sound moral compass: willing to speak up to make sure good customer outcomes stay at the heart of what we do - Resilience and adaptability in a fast-paced, changing environment - A willingness to learn FCA regulation and the DISP complaint handling rules and guidance ## Skills ### Required - FCA regulation - DISP rules - investigation technique - decision making - customer communication - problem-solving - dispute resolution - organisation - self-management --- Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/lendable/ae4ae324-4ebf-4594-9db4-0bad556ae95e?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)