Customer Operations Executive - US Cards

1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

About the role

At Lendable, we're on a mission to brighten the financial futures of millions of Americans. Since launching our U.S. Credit Card in May 2024, we've been reshaping consumer credit by blending exceptional talent with cutting-edge technology. We're looking for confident, motivated, and persuasive communicators who thrive on helping customers achieve financial stability. As part of this exciting new chapter, you'll play a key role in defining and managing critical operational processes from start to finish, making a real impact every day.,

• Interacting directly with customers via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard).
• Ensuring every interaction reflects our commitment to putting customers first and that customer demand is met when it comes to query resolution.
• Coordinating across internal teams and external partners to drive the success of the US Cards program.
• Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need.
• Escalate risks or potential risks that may negatively impact good customer outcomes.
• Identifying and recording customer dissatisfaction against Lendables processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.
• Meeting defined individual and team performance targets to ensure delivery of key business and department objectives.
  At least 2 years in any industry in a customer-facing role, with a track record of connecting with and helping others.
• You're curious, quick to assess situations, and skilled at finding effective solutions.
• Excellent written and verbal communication skills, active listening and rapport-building abilities.
• You handle conflict gracefully, recover quickly from challenging interactions, and maintain composure.
• Comfortable with technology and quick to learn new software.
• Open to feedback, eager to improve, and adaptable to change in a fast-paced environment.
• Enjoy solving problems independently, multitasking, and improving processes., Previous experience in financial services or consumer lending environments.
• Familiarity with US-based work environments and customer expectations.
  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:
• One of the UK's newest unicorns with a team of just over 700 people
• Among the fastest-growing tech companies in the UK
• Profitable since 2017
• Backed by top investors including Balderton Capital and Goldman Sachs
• Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)
• So far, we've rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers' hands in minutes instead of days. We're growing fast, and there's a lot more to do: we're going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.,

Life at Lendable

• Winning team: the opportunity to scale up one of the world's most successful fintech companies
• Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
• Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
• Health coverage: support for your physical and mental wellbeing, including private health cover
• Retirement & savings: long-term financial wellbeing through retirement savings plans
• Employee referral programme: earn a competitive bonus when you refer successful new team members
• Working Hours: Rotating weekly shifts to align with US operating hours:
• Shift 1: 12:00 PM-9:00 PM UK time (Monday-Friday). WFH Monday & Friday, Tuesday - Thursday in office.
• Shift 2: 4:00 PM-1:00 AM UK time (Monday-Friday). Fully remote.
• Training: Training will be 4-6 weeks long and held in our London office. The training times will be 10 am - 7 pm Monday - Friday UK time.