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