Financial Support Agent

About Lendable

Lendable is on a mission to build the world's best technology to help people get credit and save money.

We're building one of the world’s leading fintech companies and are off to a strong start:

• One of the UK’s newest unicorns with a team of just over 600 people
• Among the fastest-growing tech companies in the UK
• Profitable since 2017
• Backed by top investors including Balderton Capital and Goldman Sachs
• Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)

So far, we’ve rebuilt the Big Three consumer finance products from scratch:
loans, credit cards and car finance
. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.

Location:

Chatham, Kent UK

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
.

Reporting to the Team Lead, you will undertake customer queries via telephony, email and live chat. We're looking for a superstar that can consistently improve overall quality standards, and embed processes and procedures to deliver good customer outcomes.

• Ensure all customer contact is conducted to the highest standard and quality monitoring results are consistently achieved to evidence good customer outcomes.
• 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.
• 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 where appropriate any identified risks or potential risks that are a risk to achieving good customer outcomes.
• 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 good customer outcomes are evidenced and met.
• 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.
• Signpost customers to relevant free debt charities, alternatively, identifying appropriate charities based on the customers' individual needs and circumstances.
• Identifying vulnerable customers and ensuring vulnerable processes and policies are adhered to support customers who may be vulnerable.

• Minimum 6 months of Financial Support/Collections experience preferable
• Previous cards experience desirable
• Previous experience of working to target desirable
• Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)

• A logical and methodical approach to evaluating individual circumstances to identify appropriate solutions based on a customer's circumstances
• Strong communication skills both written and verbal to support customers across Lendable's channels
• Strong prioritisation skills
  , ability to organise
• Resilient and calm approach when faced with…