Financial Support Agent (Part Time Working)

The Financial Support team is responsible for working with customers experiencing financial difficulty and struggling to make their contractual payments. Our primary role is to interact with customers to understand their circumstances to ensure we can offer a solution which is both affordable and sustainable and meets their individual needs.

In this position, you'll report directly to the Team Lea, you will undertake customer queries via telephony, email and live chat.. We're seeking a dedicated individual who can leverage their skills to consistently meet quality standards whilst adhering to processes that lead to positive customer outcomes.

This role offers a weekend work schedule within a structured framework, making it ideal for someone who thrives in a working from home environment and enjoys being part of a team. If you're passionate about delivering exceptional customer service, we want to hear from you!

• Salary Range: £10,800 - £11,200

• Working Hours: 8 hours per week on Saturdays and Sundays

  • Split as 4 hours on Saturday and 4 hours on Sunday, or, 8 hours across either day.

  • Optional - Additional contracted hours can be requested between Monday to Friday, 4pm to 9pm.

• Work from Home Environment:

  • Fully remote (however you will need to be available for training in office Monday - Friday for up to 15 days)

  • Fixed term contract for 9 months with potential to be permanent based on performance and role availability 

• Holidays: You will receive annual leave equivalent to your contractual hours versus a full time colleague.

• Training: Training will be 3 weeks long and held in our Chatham office. The training times will be 9.30 am - 5.30 pm. Please note that you will be paid for your full time in training.

  • A further one week's embedding period in-office will be required post-training sign-off to support competence in the role before working independently.

Your Profile

• Strong communication skills.

• Excellent problem-solving abilities and a customer-first mindset.

• Ability to work efficiently in a fast-paced environment.

• Highly efficient in working across multiple different cases and systems  

• Strong computer literacy skills  

• Previous experience in customer support, financial support or a related field is a plus.

What You’ll Be Doing

• Engagement: Assist applicants in navigating the loan application process, ensuring they can access funds in their bank accounts as efficiently as possible.

• Verification: Validate the information provided by loan applicants to uphold responsible lending practices following our policies and procedures.

• Customer-Centric Approach: Every interaction you have will reflect our commitment to putting customers first, ensuring their queries are resolved promptly.

• Process Improvement: Propose enhancements to our processes and product features that can drive growth and efficiency, sharing valuable customer feedback with our product team.

• Quality Assurance: Deliver tailored and meaningful responses to customers, using Lendable's quality assurance scorecard to maintain high standards.

• Complaint Resolution: Identify and document instances of customer dissatisfaction with Lendable’s processes, responding appropriately to resolve complaints or following escalation procedures when necessary.

• Performance Targets: Achieve individual and team performance targets to contribute to key business and departmental objectives.

Interview process

• Application and completion of application questions

• An intro call with a member of the Talent Team

• Role-specific interview and assessment