Customer Operations Executive (US Loans)

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 600 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.

1. 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

2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo

3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

About the role

At Lendable, we're on a mission to brighten the financial futures of millions of Americans. Since launching our U.S. Loan product in 2022, 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 operation processes from start to finish, making a real impact every day. We’re a dynamic and high-growth team, and we’re looking for an individual who can evolve and expand with us. 

In this dynamic role, you’ll connect principally with new customers, ensuring their experience is seamless and positive, and driving business growth. If you’re a natural problem-solver with a calm, can-do attitude and a friendly approach, we’d love to hear from you.

This role offers flexibility within a structured schedule, making it a great fit for someone who thrives in a hybrid environment with global operations.

• Salary Range: £30K–£39K (includes an allowance for unsociable hours). 

• Working Hours: Rotating weekly shifts to align with US operating hours:

  • Shift 1: 12:00 PM–9:00 PM UK time (Monday–Friday). 

  • Shift 2: 2:00 PM–11:00 PM UK time (Monday–Friday).

• Hybrid Working Environment:

  • Shift 1: Option to work remotely on Mondays and Fridays.

  • Shift 2: Fully remote.

• Holidays: You will receive 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed).

• Training: Training will be 3 weeks long and held in our London office. The training times will be 12 pm - 9 pm Monday - Friday UK time.

Your Profile

• 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.

What You’ll Be Doing

• Interacting directly with applicants via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard).

• Supporting our applicants to complete their loan applications and receive the funds in their bank account as efficiently as possible.

• Verifying the information our loan applicants provide during the application process to ensure we are lending responsibly in line with our policies and procedures. 

• Ensuring every interaction reflects our commitment to putting customers first and customer demand is met when it comes to query resolution.

• Coordinating across internal teams and external partners to drive the success of the US Loans program. 

• Suggesting improvements to processes or product features to drive growth and efficiency, and sharing customer feedback with our product team.

• Delivering meaningful and tailored responses to customers, assessed against Lendable's quality assurance scorecard

• Escalating risks or potential risks which 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.

Nice to have :) 

• University degree

• Previous experience in financial services or consumer lending environments.

• Familiarity with US-based work environments and customer expectations.

Interview process

• Application and completion of application questions

• An intro call with a member of the Talent Team

• Role-specific interview

• Final stage interview with the head of department

• The opportunity to scale up one of the world’s most successful fintech companies.

• Best-in-class compensation, including equity.

• You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.

• Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.

• We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance

• We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London

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