FinTech Customer Support Ops Associate

Lendable Ltd; Chatham; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

25 days holiday

Company Equity

Private medical and dental insurance

Performance bonus up to £4,000

Discounts via Reward Gateway

Team events and socials

Job summary

Lendable Ltd in Chatham is seeking an entry-level FinTech Operations Graduate to join the UK Customer Operations team. You will train as a front-line agent handling queries across personal loans, cards and car finance, from first contact to final resolution, while feeding insights to improve AI-driven journeys.

Based in our Chatham office three days weekly with two weekends per month from home, you will learn to resolve issues, support vulnerable customers and log interactions for audit and

Qualifications

• Clear, empathetic communication, both spoken and written.
• The ability to learn quickly, pick up new products and procedures, and act on coaching.
• Good organisation: you can manage several tasks at once and follow a structured process accurately.
• Sound judgement, and the willingness to speak up when a customer isn't getting a good outcome.
• Comfort with digital tools and picking up new technology, including AI-driven platforms.
• Availability to work from our Chatham office three days a week and two weekends a month (where you will work from home).

Responsibilities

• Resolving general customer service and financial support queries across loans, cards or car finance via multiple channels.
• Owning each enquiry from first contact to resolution, or escalating it to the right place when it needs to go further.
• Supporting customers in financial difficulty or in vulnerable situations: listening actively, asking the right questions to understand their circumstances, and finding the right support option for them.
• Keeping conversations on track while building rapport and trust, so every outcome is both positive for the customer and compliant.
• Meeting your targets for customer satisfaction, quality and compliance by following procedures carefully and using judgement where a customer's situation calls for it, and logging every interaction accurately for audit and learning.
• Using AI and digital tools to resolve queries faster and more accurately.
• Feeding back blockers, process gaps and recurring issues to the relevant teams, and taking part in process reviews that improve our knowledge base, training resources and AI systems.
• Keeping up with product, system and process changes, acting on coaching and feedback, and sharing what you learn with colleagues.

Skills

Clear empathetic communication

Fast learner

Good organisation

Sound judgement

Digital tools

Job description

Lendable Ltd in Chatham is seeking an entry-level FinTech Operations Graduate to join the UK Customer Operations team. You will train as a front-line agent handling queries across personal loans, cards and car finance, from first contact to final resolution, while feeding insights to improve AI-driven journeys.

Based in our Chatham office three days weekly with two weekends per month from home, you will learn to resolve issues, support vulnerable customers and log interactions for audit and