Customer Operations Executive; US Loans

Position: Customer Operations Executive (US Loans)
Location: Greater London

## About the role

At Lendable, we're on a mission to brighten the financial futures of
** millions of Americans**. Since launching our U.S. Loan product in 2022, we’ve been
** reshaping consumer credit
** by blending exceptional talent with cutting-edge technology.

We’re looking for
** confident, motivated, and persuasive communicators
** who thrive on helping customers achieve financial stability. As part of this exciting new chapter, you’ll play a key role in
** defining and managing critical operation processes
** from start to finish, making a real impact every day. We’re a
** dynamic and high-growth team**, and we’re looking for an individual who can
** evolve and expand with us.
** In this dynamic role, you’ll connect principally
** with new customers**, ensuring their experience is seamless and positive, and driving business growth. If you’re a
** natural problem-solver
** with a calm, can-do attitude and a friendly approach, we’d love to hear from you.

This role offers flexibility within a structured schedule, making it a great fit for someone who thrives in a hybrid environment with global operations.
* ** Salary Range:** £30K–£39K (includes an allowance for unsociable hours).
* *
* Working Hours:

** Rotating weekly shifts to align with US operating hours:  + Shift 1: 12:00 PM–9:00 PM UK time (Monday–Friday).  + Shift 2: 2:00 PM–11:00 PM UK time (Monday–Friday).
* ** Hybrid Working Environment:**  +
** Shift 1:
Option to work remotely on Mondays and Fridays.**  +
** Shift 2:
Fully remote.**
* ** Holidays:
You will receive 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed).**
* ** Training:
** Training will be 3 weeks long and held in our London office. The training times will be 12 pm - 9 pm Monday - Friday UK time.
** Your Profile
*** At least
** 2 years in any industry in a customer-facing role**, with a track record of connecting with and helping others.
* You’re curious, quick to assess situations, and
** skilled at finding effective solutions.
*** Excellent
** written and verbal communication skills**, active listening and rapport-building abilities.
* You
** handle conflict
** gracefully, recover quickly from
** challenging interactions**, and maintain composure.
* ** Comfortable with technology
** and quick to learn new software.
* ** Open to feedback,
** eager to improve, and adaptable to change in a fast-paced environment.
* ** Enjoy solving problems
** independently, multitasking, and improving processes.
** What You’ll Be Doing
*** Interacting directly with applicants
** via phone, email, and chat
** to answer questions and resolve issues with care and efficiency (and to the highest standard).
* ** Supporting our applicants
** to complete their loan applications and receive the funds in their bank account as efficiently as possible.
* Verifying the information our loan applicants provide during the application process to
** ensure we are lending responsibly
** in line with our policies and procedures.
* Ensuring every interaction reflects our commitment to
** putting customers first
** and customer demand is met when it comes to query resolution.
* Coordinating across
** internal teams and external partners
** to drive the success of the US Loans program.
* ** Suggesting improvements to processes or product features
** to drive growth and efficiency, and sharing customer feedback with our product team.
* ** Delivering meaningful and tailored responses to customers**, assessed against Lendable's quality assurance scorecard
* ** Escalating risks or potential risks
** which may negatively impact good customer outcomes.
* Identifying and recording customer dissatisfaction against Lendables processes and responding appropriately to
** achieve complaint resolution**, where complaint resolution is not possible following complaint escalation procedures.
* Meeting defined individual and team performance targets to
** ensure delivery of key business and department objectives**.
** Nice to have :)**
* ** University degree**
* ** Previous experience
** in
** financial services
** or
** consumer lending environments**.
* Familiarity with
** US-based work environments
** and customer expectations.
** Interview…