Customer Operations Executive - US Cards

Location: Greater London

# Customer Operations Executive - US Cards
* London* Full Time (Permanent)
* Hybrid* UK Customer Ops Apply for this role## About the role

At Lendable, we're on a mission to brighten the financial futures of millions of Americans. Since launching our U.S. Credit Card in May 2024, 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 operational processes from start to finish, making a real impact every day
*
* Working Hours:

** Rotating weekly shifts to align with US operating hours:
* Shift 1: 12:00 PM–9:00 PM UK time (Monday–Friday). WFH Monday & Friday, Tuesday - Thursday in office.
* Shift 2: 4:00 PM–1:00 AM UK time (Monday–Friday).

- Fully remote.
** Training:
** Training will be 4-6 weeks long and held in our London office. The training times will be 10 am - 7 pm Monday - Friday UK time.
** Holidays:
You will receive 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed).**##
** 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.
* Spanish Speaking, desirable but not essential.##
** What you'll be doing
*** Interacting directly with customers
** via phone, email, and chat
** to answer questions and resolve issues with care and efficiency (and to the highest standard).
* Ensuring every interaction reflects our commitment to
** putting customers first
** and that customer demand is met when it comes to query resolution.
* Coordinating across
** internal teams and external partners
** to drive the success of the US Cards program.
* ** 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.
* ** Escalating risks or potential risks
** that 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 haves**
* ** Previous experience
** in
** financial services
** or
** consumer lending environments**.
* Familiarity with
** US-based work environments
** and customer expectations.##
** Interview Process
*** An intro call with a member of the Talent Team
* Role-specific interview - Onsite
* Final stage interview with the head of department
** Salary Range:** £30K–£39K (includes an allowance for unsociable hours).
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