Lendable on cord

Lendable

Complaints Officer

External position
London, UK
Hiring internally for Lendable?
FinTech
Bringing consumer finance into the digital world.
Active
over 6 months ago
Posted
a week ago
Checked
cord regularly checks that external positions are still open
45 minutes ago

Skills & Experience

Job roles: Operations
Experience level: Mid, Senior
Core skills considered: Customer service, Customer support
Other skills considered: Communication software, Stakeholder Management

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

As we grow, we're looking to expand our Complaints handling team. 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.

If you have experience of either handling complex complaints (preferably motor or secured product related) or have worked in the automotive finance sector and have the following skills we'd love to hear from you:


Responsibilities

  • Problem solving and decision making skills - putting the customer at the heart of everything you do
  • The ability to assess and critique evidence coming to a fair and comprehensive decision
  • Be able to shift focus and re-prioritise workloads based on business and customer needs
  • Great phone and written communication skills, being clear and concise to promote customer understanding.
  • The ability to build rapport and manage multiple third parties including ensuring that customer expectations are managed.

Also, even better if you have:

  • Experience of working in a regulated motor finance environment
  • An understanding of the Consumer Rights Act 2015
  • An understanding of Motor related policies and industry standards
  • The ability to comprehend complex Satisfactory Quality-related complaints
  • Strong experience working with the Financial Ombudsman Service (FOS).

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 will champion using our AI tools and technology to bring a first class service to our customers.
  • You will 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 will 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.

Company Benefits

  • Stock options
  • Private medical (comprehensive)
  • Chefs in the office making lunch (Tuesday - Thursday)
  • Work from home budget
Complaints Officer at Lendable
Position posted a week ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
Message Alex Yeates at Starling Bank
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