Complaints Resolution Specialist – Fintech

Lendable; United Kingdom; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Health coverage

Retirement savings

Hybrid working

Office meals & snacks

Employee referral programme

Job summary

Lendable is expanding its Complaints handling team in the UK. You will build relationships across departments to understand customer friction and reach fair, objective decisions on complaints involving loans, cards and auto-finance products.

The role requires excellent communication skills, the ability to manage multiple cases, and a proactive approach to resolving issues in a regulated environment. Hybrid working is available with in-office days specified by location.

Qualifications

• Experience resolving complaints in a regulated environment, ideally motor finance.
• Excellent communication via phone and written channels.
• Ability to manage multiple third parties and set customer expectations.
• Strong problem-solving and evidence-based decision making.
• Familiarity with FCA regulations and DISP complaint handling rules.

Responsibilities

• Resolve complaints promptly, ensuring fair outcomes for customers.
• Investigate friction points and provide comprehensive, evidence-based decisions.
• Coordinate with Complaints Team to feed back product/process improvements.
• Maintain high standards of record keeping and comply with complaint handling standards.
• Communicate clearly with complainants—by writing or by phone.

Skills

Communication skills

Problem solving

Dispute resolution

Time management

Regulatory knowledge

AI tools usage

Tools

AI tools

Job description

Lendable is expanding its Complaints handling team in the UK. You will build relationships across departments to understand customer friction and reach fair, objective decisions on complaints involving loans, cards and auto-finance products.

The role requires excellent communication skills, the ability to manage multiple cases, and a proactive approach to resolving issues in a regulated environment. Hybrid working is available with in-office days specified by location.