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Lendable

Customer Operations Executive - US Cards

2d ago
EuropeRemote
Lendable

Customer Operations Executive - US Cards

2d ago
EuropeRemote

Responsible for customer operations within US Cards segment at Lendable, a fintech company.

Responsibilities

  • At Lendable, we're on a mission to brighten the financial futures of millions of Americans. Since launching our U.S. Credit Card in May 2024, we’ve been reshaping consumer credit by blending exceptional talent with cutting-edge technology.
  • We’re looking for confident, motivated, and persuasive communicators who thrive on helping customers achieve financial stability. As part of this exciting new chapter, you’ll play a key role in defining and managing critical operational processes from start to finish, making a real impact every day
  • Working Hours: Rotating weekly shifts to align with US operating hours:
  • Shift 1: 12:00 PM–9:00 PM UK time (Monday–Friday). WFH Monday & Friday, Tuesday - Thursday in office.
  • Shift 2: 4:00 PM–1:00 AM UK time (Monday–Friday). - Fully remote.
  • Training: Training will be 4-6 weeks long and held in our London office. The training times will be 10 am - 7 pm Monday - Friday UK time.
  • Holidays: You will receive 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed).
  • Interacting directly with customers via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard).
  • Ensuring every interaction reflects our commitment to putting customers first and that customer demand is met when it comes to query resolution.
  • Coordinating across internal teams and external partners to drive the success of the US Cards program.
  • Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need.
  • Escalating risks or potential risks that may negatively impact good customer outcomes.
  • Identifying and recording customer dissatisfaction against Lendables processes and responding appropriately to achieve complaint resolution , where complaint resolution is not possible following complaint escalation procedures.
  • Meeting defined individual and team performance targets to ensure delivery of key business and department objectives .

Requirements

  • At least 2 years in any industry in a customer-facing role , with a track record of connecting with and helping others.
  • You’re curious, quick to assess situations, and skilled at finding effective solutions.
  • Excellent written and verbal communication skills , active listening and rapport-building abilities.
  • You handle conflict gracefully, recover quickly from challenging interactions , and maintain composure.
  • Comfortable with technology and quick to learn new software.
  • Open to feedback, eager to improve, and adaptable to change in a fast-paced environment.
  • Enjoy solving problems independently, multitasking, and improving processes.
  • Spanish Speaking, desirable but not essential.

Nice to have

  • Previous experience in financial services or consumer lending environments .
  • Familiarity with US-based work environments and customer expectations.

How to apply

  • An intro call with a member of the Talent Team
  • Role-specific interview - Onsite
  • Final stage interview with the head of department
  • Salary Range: £30K–£39K (includes an allowance for unsociable hours).

Other

  • Lendable is on a mission to build the world's best technology to help people get credit and save money. 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 700 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 the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot )
  • So far, 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) where trillions worth of financial products are held by big banks with dated systems and painful processes.
  • Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
  • Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
  • Build the best technology in-house , using new data sources, machine learning and AI to make machines do the heavy lifting
  • Winning team: the opportunity to scale up one of the world’s most successful fintech companies
  • Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
  • Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
  • Health coverage: support for your physical and mental wellbeing, including private health cover
  • Retirement & savings: long-term financial wellbeing through retirement savings plans
  • Employee referral programme: earn a competitive bonus when you refer successful new team members
  • Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
  • Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations
  • Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.
  • Check out our blog !
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