Graduate Complaints Specialist (Remote-friendly)

University of Delaware; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Equity

Hybrid work model

Private health insurance

Office lunches

Job summary

Lendable is seeking a Graduate Complaints Officer to start a career in operations within financial services. You will manage a live caseload, investigate and resolve complaints across loans, cards and auto-finance, and learn FCA regulation and DISP rules with structured training and coaching.

You will handle cases directly with customers, decide outcomes, and improve processes by feeding back insights to frontline and product teams while developing your knowledge of our products and policies.

Qualifications

• Exceptional written communication – able to structure an argument and explain complex decisions clearly.
• Aptitude for investigation, analysis, problem-solving and dispute resolution.
• Strong organisation and self-management – manage a caseload and deadlines.
• Sound judgment with a strong moral compass and willingness to raise concerns when needed.
• Resilience and adaptability in a fast-paced environment.
• Willingness to learn FCA regulation and DISP rules and guidance.

Responsibilities

• Investigating and resolving complaints about loans, cards and auto-finance products.
• Self-managing a varied and increasingly complex caseload and meeting KPI standards.
• Communicating with complainants in writing and by phone, managing expectations.
• Writing professional final response letters with rationale and references to FOS.
• Maintaining clear records with demonstrable evidence and documented rationale.
• Applying learnings from internal and FOS outcomes to future cases.
• Feeding back to frontline and product teams on product/process improvements.
• Keeping knowledge of products current through policies and tools.
• Turning hand to other operational needs as the business requires.

Job description

Lendable is seeking a Graduate Complaints Officer to start a career in operations within financial services. You will manage a live caseload, investigate and resolve complaints across loans, cards and auto-finance, and learn FCA regulation and DISP rules with structured training and coaching.

You will handle cases directly with customers, decide outcomes, and improve processes by feeding back insights to frontline and product teams while developing your knowledge of our products and policies.