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. A critical role to help the business understand how it can serve customers better.
This is a casework role. From early on you will hold your own caseload, speak to customers directly, make decisions on whether we got it right, and put things right where we didn't. You will be supported through structured training, coaching and quality feedback as you develop in the role
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.
Reporting to a Complaints Manager within the Operations Team, you will be responsible for a live caseload and for the quality of the decisions you make on it.
No prior complaints experience needed, we care about how you think, not what you already know. This role requires an ability to learn quickly, work to deadlines and support our customers effectively.
Your team's objectives
Lendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. We are committed to providing excellent customer service and to reaching the right outcomes for our customers.
Feedback is an important part of how we evolve as a business. The team is encouraged to speak up, take each complaint on its own merits and provide valuable insight back into the business so we can improve and grow.
Our ability to handle complaints effectively for our customers and therefore for us as a business has never been more important than now, as we expand our existing products in the UK and US financial markets.
What you'll be doing
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
The interview process
We're not a corporation so we try our best to get things moving as quickly as possible. For this role we'd expect:
A 15 minute cognitive assessment
A quick phone call with one of the Talent team
An onsite assessment centre with a role focus and a final stage interview with the Complaints Management team to discuss your fit and capability for the role.
