Complaints Officer (motor finance)

Lendable Ltd; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading fintech company in London seeks a skilled Complaints Handler to resolve customer issues efficiently. The ideal candidate will manage a complex caseload, utilize AI tools, and possess strong communication skills. This role offers competitive compensation, including equity, and the opportunity to work flexible hours in a positive work environment.

Benefits

Private health insurance

Equity compensation

Flexible working hours

Fully stocked kitchen

Qualifications

• Experience handling complex complaints, preferably in motor finance.
• Ability to assess and critique evidence for fair decision making.
• Self-management of caseload with an aptitude for problem solving.

Responsibilities

• Resolve customer complaints promptly and diligently.
• Use AI tools to enhance customer service.
• Communicate effectively with customers and manage expectations.

Skills

Problem solving and decision making

Excellent communication skills

Ability to build rapport

Understanding of FCA regulation

Job description

Overview

About Lendable Lendable is on a mission to make consumer finance amazing: faster, cheaper, and friendlier. 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 500 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 strong reviews across tens of thousands of Trustpilot reviews. 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).Join us if you want to take ownership across a broad remit, work in small teams of exceptional people, and build the best technology in-house using new data sources, machine learning and AI to make machines do the heavy lifting.

About the role

As we grow, we're looking to expand our Autoplaints handling team. As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and to make fair and objective decisions. If you have experience of 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:

• Problem solving and decision making skills – putting the customer at the heart of everything you do
• The ability to assess and critique evidence 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

Your team's objectives

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 paths 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; 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, 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, and be responsible for feeding back to 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 good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance.
• You will maintain up-to-date knowledge of Lendable's products through effective use and review of policies, procedures and business tools.
• You will have strong letter writing skills, being able to create professional final response letters which explain complex issues in an understandable way for consumers.
• You will have a strong ethical stance, 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 applying learnings from internal and FOS complaints to future cases.

The Interview Process

• A quick phone call with one of the team
• An exercise to demonstrate your ability to resolve complaints
• An assessment to evidence your knowledge of FCA regulations and DISP complaint handling rules/guidance
• Onsite Interview: Discuss the exercises you have completed, Meet the team you'll work with daily

Life at Lendable

The opportunity to scale up one of the world's most successful fintech companies. Best-in-class compensation, including equity. You can work from home every Monday and Friday if you wish; on the other days, those based in the UK meet together IRL at our Shoreditch office in London to be together, build and exchange ideas. Enjoy a fully stocked kitchen with breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday. We care for our employees' well-being, offering private health insurance coverage. We are an equal-opportunity employer and are committed to making Lendable the most inclusive and open workspace in London.

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