Graduate Complaints Investigator – FinTech Operations

Sponsor Finder; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Health coverage

Retirement savings

Employee referral programme

Office meals & snacks

Hybrid working

Job summary

Lendable is seeking a Graduate Complaints Officer to start a career in operations within a financial services firm. You will handle cases across loans, cards and auto-finance, train to resolve complex customer interactions, and contribute to service improvements.

You’ll work with structured training, coaching, and feedback to develop judicial and regulatory understanding while managing your own caseload from day one.

Qualifications

• Educated to degree level.
• Exceptional written communication – structure arguments clearly.
• Aptitude for investigation, analysis, problem-solving and dispute resolution.
• Strong organisation and self-management: manage a caseload and deadlines.

Responsibilities

• Investigate and resolve complaints about loans, cards and auto-finance products.
• Self-manage a varied and increasingly complex caseload and meet KPI standards.
• Communicate with complainants in writing and by phone, managing expectations and professionalism.
• Draft professional final response letters with clear rationale and customer rights.
• Apply learnings from internal and Financial Ombudsman Service outcomes to future cases.
• Provide feedback to frontline and product teams on product/process improvements.
• Keep knowledge of products current through policies and tools.
• Be flexible to support other operational needs as the business requires.

Job description

Lendable is seeking a Graduate Complaints Officer to start a career in operations within a financial services firm. You will handle cases across loans, cards and auto-finance, train to resolve complex customer interactions, and contribute to service improvements.

You’ll work with structured training, coaching, and feedback to develop judicial and regulatory understanding while managing your own caseload from day one.