Customer Operations Executive - US Cards

Lendable Ltd; Deutschland; Hybrid; EUR 40.000 - 56.000; Vollzeit

Benefits dieser Stelle

Health coverage

Retirement & savings

Employee referral programme

Flexible working

Socials & connection

Zusammenfassung

Lendable Ltd in the US Cards program is seeking confident, motivated communicators to manage customer interactions across phone, email and chat, answering questions and resolving issues with care and efficiency. You will coordinate with internal teams and external partners to ensure customer demand is met and first-contact resolution is achieved.

The role requires at least 2 years in a customer-facing capacity, excellent written and verbal communication, and a willingness to learn new software

Qualifikationen

• At least 2 years in any industry in a customer-facing role.
• Excellent written and verbal communication, active listening and rapport-building abilities.
• Ability to handle conflict gracefully and recover quickly from challenging interactions.
• Comfortable with technology and quick to learn new software.
• Open to feedback, eager to improve, and adaptable to change in a fast-paced environment.
• Previous experience in financial services or consumer lending environments.
• Familiarity with US-based work environments and customer expectations.

Aufgaben

• Interacting directly with customers via phone, email, and chat to answer questions and resolve issues with care and efficiency.
• Ensuring every interaction reflects our customer-first commitment and that demand is met for 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 to ensure first-contact resolution.
• Escalate risks or potential risks that may negatively impact good customer outcomes.
• Identify and record customer dissatisfaction and respond to achieve resolution where possible.
• Meet defined individual and team performance targets to deliver key business objectives.

Jobbeschreibung

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

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.,

• 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.
• Escalate 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.
  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., Previous experience in financial services or consumer lending environments.
• Familiarity with US-based work environments and customer expectations.
  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)
• 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.,

Life at Lendable

• Winning team: the opportunity to scale up one of the world's most successful fintech companies
• Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
• Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
• Health coverage: support for your physical and mental wellbeing, including private health cover
• Retirement & savings: long-term financial wellbeing through retirement savings plans
• Employee referral programme: earn a competitive bonus when you refer successful new team members
• 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.