Customer Service Specialist (US)
Job description
Customer-facing operations role supporting Lendable's US Credit Card and US Loans programmes, handling customer queries via phone, email and chat across rotating shifts aligned to US operating hours.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Hybrid · 3 days/week in office · London, United Kingdom
- Languages
- Spanish
What you'll do
- 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.
What we're looking for
- 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.
Nice to have
- Spanish Speaking, desirable but not essential.
- Previous experience in financial services or consumer lending environments.
- Familiarity with US-based work environments and customer expectations.
Benefits
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
Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
- Winning team: the opportunity to scale up one of the world's most successful fintech companies
- 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
- Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations
- 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed)
How to get hired
- 1An intro call with a member of the Talent Team.
- 2Final stage interview with the head of department held remotely.
Apply
About Lendable
Building the world's best technology to help people get credit and save money
Lendable is a fintech company that has rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance, getting money into customers' hands in minutes instead of days. It is going after the UK and US markets.
Mission
To build the world's best technology to help people get credit and save money.
Key facts
- over 800 people
- Fintech
- One of the UK's most exciting unicorns with a team of over 800 people
- Among the fastest-growing tech companies in the UK
- Profitable since 2017
- Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)
- Rebuilt loans, credit cards and car finance from scratch
- Going after the two biggest Western markets (UK and US)
Partners & customers
What they value
- Take ownership
- Work in small teams of exceptional people
- Build the best technology in-house