Customer Operations Executive (US Loans)

At Lendable, we're on a mission to brighten the financial futures of millions of Americans. Since launching our U.S. Loan product in 2022, 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 operation processes from start to finish, making a real impact every day. We’re a dynamic and high-growth team, and we’re looking for an individual who can evolve and expand with us. 

In this dynamic role, you’ll connect principally with new customers, ensuring their experience is seamless and positive, and driving business growth. If you’re a natural problem-solver with a calm, can-do attitude and a friendly approach, we’d love to hear from you.

This role offers flexibility within a structured schedule, making it a great fit for someone who thrives in a hybrid environment with global operations.

• Salary Range: £30K–£39K (includes an allowance for unsociable hours). 

• Working Hours: Rotating weekly shifts to align with US operating hours:

  • Shift 1: 12:00 PM–9:00 PM UK time (Monday–Friday). 

  • Shift 2: 5:00 PM–2:00 AM UK time (Monday–Friday).

• Hybrid Working Environment:

  • Shift 1: Option to work remotely on Mondays and Fridays.

  • Shift 2: Fully remote.

• Holidays: You will receive 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed).

• Training: Training will be 3 weeks long and held in our London office. The training times will be 12 pm - 9 pm Monday - Friday UK time.

Your Profile

• 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.

What You’ll Be Doing

• Interacting directly with applicants via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard).

• Supporting our applicants to complete their loan applications and receive the funds in their bank account as efficiently as possible.

• Verifying the information our loan applicants provide during the application process to ensure we are lending responsibly in line with our policies and procedures. 

• Ensuring every interaction reflects our commitment to putting customers first and customer demand is met when it comes to query resolution.

• Coordinating across internal teams and external partners to drive the success of the US Loans program. 

• Suggesting improvements to processes or product features to drive growth and efficiency, and sharing customer feedback with our product team.

• Delivering meaningful and tailored responses to customers, assessed against Lendable's quality assurance scorecard

• Escalating risks or potential risks which 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.

Nice to have :) 

• University degree

• Previous experience in financial services or consumer lending environments.

• Familiarity with US-based work environments and customer expectations.

Interview process

• Application and completion of application questions

• An intro call with a member of the Talent Team

• Role-specific interview

• Final stage interview with the head of department