FinTech Operations Graduate (Customer Support)

About Lendable 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 most exciting unicorns with a team of over 800 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. Join us if you want to • Take ownership: 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: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions • Build the best technology in-house : we use new data sources, machine learning and AI to make machines do the heavy lifting About the role This is an entry-level role for someone who wants to start a career in operations at a financial services firm. You'll join our UK Customer Operations team and train to become a fully competent front-line agent, supporting customers across our personal loans, credit cards and car finance. That covers everything from general service queries to more intricate financial support situations. By taking ownership of every enquiry from first contact to final resolution, you will not only deliver exceptional customer outcomes but also provide actionable feedback and insights to help improve our automated tools and AI-driven customer journeys You'll be based in our Chatham office three days a week and work two weekend days a month (one Saturday and one Sunday), with a day in lieu the week before so you never work more than five days in a week. What you'll be doing • Resolving general customer service and financial support queries across any one of our products in either loans, cards or car finance over multiple channels, following established processes • Owning each enquiry from first contact to resolution, or escalating it to the right place when it needs to go further • Supporting customers in financial difficulty or in vulnerable situations: listening actively, asking the right questions to understand their circumstances, and finding the right support option for them • Keeping conversations on track while building rapport and trust, so every outcome is both positive for the customer and compliant • Meeting your targets for customer satisfaction, quality and compliance by following procedures carefully and using judgement where a customer's situation calls for it, and logging every interaction accurately for audit and learning • Using AI and digital tools to resolve queries faster and more accurately • Feeding back blockers, process gaps and recurring issues to the relevant teams, and taking part in process reviews that improve our knowledge base, training resources and AI systems • Keeping up with product, system and process changes, acting on coaching and feedback, and sharing what you learn with colleagues What we're looking for Essential • Clear, empathetic communication, both spoken and written. You can adapt to the person in front of you and explain something complicated in plain English • The ability to learn quickly, pick up new products and pro