Customer Operations Specialist

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 700 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 https://uk.trustpilot.com/review/lendable.co.uk) 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. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting About the role The Front-Line Operations Agent plays a vital customer-facing role, responsible for delivering high-quality support for a designated Lendable product, encompassing both general customer service and financial support. You will follow established processes to resolve a variety of complex customer queries, ensuring interactions are efficient, accurate, and empathetic—applying your cross-functional expertise across general service needs and more intricate financial support situations. By taking ownership of every enquiry from first contact to final resolution, you will not only deliver exceptional customer outcomes but also provide actionable feedback and insights to help improve our automated tools and AI-driven customer journeys. This role is key in ensuring our service continually evolves to better meet the needs of all customers. You’ll be based in our Chatham office, joining the team on-site three days a week. You’ll work two weekends a month, but to keep your work-life balance in check, you’ll get a day in lieu the week before to ensure you never work more than five days a week. Key Responsibilities - Deliver exceptional support for a designated Lendable product, expertly handling a full spectrum of customer service and financial support queries via multiple channels, efficiently executing established processes. - Listen actively and provide clear, accurate responses, adapting communication style to each customer's needs, including those in vulnerable situations or with complex financial queries including customers in financial difficulty to ensure appropriate support solutions are implemented. - Take end-to-end ownership of customer interactions, ensuring every query is managed through to effective resolution or appropriate escalation. - Build rapport and trust while maintaining control of conversations, ensuring positive and compliant customer outcomes. - Ask effective probing questions to understand a customer’s financial circumstances and identify appropriate support options. - Work flexibly within your designated product area, adapting fluidly between general customer service and financial support requirements, and responding to varying service needs and complex customer queries. Operational Excellence & Process Execution - Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures and applying appropriate judgement to specific customer circumstances. - Effectively use AI and digital tools to streamline customer interactio