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Lendable · 3 weeks ago

Customer Operations Executive (Auto Finance)

Kent, WA

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Lendable is a fast-growing fintech company on a mission to help people get credit and save money. The Customer Operations Executive will be the first point of contact for customers, resolving queries and ensuring a high standard of service throughout the customer journey.

BankingFinancial ServicesFinTechPayments

Growth Opportunities

Responsibilities

Ensure all customer contact is conducted to the highest standard and quality monitoring supports this area

Ensure process and policy adherence, highlighting processes to management which may require enhancement.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

Support customers ensuring interactions are assessed against Lendable's quality assurance scorecard and delivering meaningful and tailored responses

Identify opportunities for product and process improvement to better serve customers

Escalating risks or potential risks which may negatively impact good customer outcomes

Identifying and recording customer dissatisfaction against Lendable's processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures

Support other areas within Operations to meet operational performance if required.Meeting defined individual and team performance targets to ensure delivery of key business and department objectives

Qualification

Customer ServiceVehicle FinanceMotor ExperienceContact Centre ExperienceFinancial Services ExperienceWorking to TargetsCommunication SkillsProblem Solving

Required

Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)

Preferred

Vehicle finance experience working a strong desirable

Minimum 6 months Customer Service experience preferable

Motor experience is desirable

Contact centre, financial services experience desirable

Working to targets is preferable but not essential

Benefits

Best-in-class compensation, including equity.

You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.

Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.

We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance.