About the role
As we grow, we’re looking for a Complaints Officer to help us investigate and resolve our more complex customer interactions. As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions.
Your team’s objectives
Lendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. Lendable is committed to providing excellent customer service and ensuring that it reaches the right outcomes for our customers.
Feedback is an important part of how we can evolve as a business to ensure that we are meeting our customers' expectations and continuously improving our service and the team is encouraged to speak up, take each complaint on its own merits and provide valuable insights to the business in order to improve and grow.
Our ability to handle complaints effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as we expand our existing products in the UK and US financial markets.
How you’ll impact those objectives
The ideal candidate will have experience of resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution. You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards.
You’ll work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require. You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale.
You’ll work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business.
You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism. You will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance. You will also ensure that you maintain up to date knowledge of Lendable’s products through effective use and review of policies, procedures and business tools made available to you.
You will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand.
You will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to refer to the Financial Ombudsman service, and ensuring you are applying any learnings from both internal and FOS complaints to future complaint cases.
The Interview Process
A quick phone call with one of the team
An exercise to demonstrate your ability to resolve complaints
An assessment to evidence your knowledge of FCA regulations and DISP complaint handling rules/guidance
Onsite interview to discuss the exercises you have completed
Meet the team you’ll work with daily
