Complaints Officer (motor finance)

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 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.

Join us if you want to

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

As we grow, we’re looking to expand our Auto complaints handling team. As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions. 

If you have experience of either handling complex complaints (preferably motor or secured product related) or have worked in the automotive finance sector and have the following skills we’d love to hear from you:

• Problem solving and decision making skills - putting the customer at the heart of everything you do

• The ability to assess and critique evidence coming to a fair and comprehensive decision

• Be able to shift focus and re-prioritise workloads based on business and customer needs

• Great phone and written communication skills, being clear and concise to promote customer understanding. 

• The ability to build rapport and manage multiple third parties including ensuring that customer expectations are managed. 

Also, even better if you have:

• Experience of working in a regulated motor finance environment

• An understanding of the Consumer Rights Act 2015

• An understanding of Motor related policies and industry standards 

• The ability to comprehend complex Satisfactory Quality-related complaints. 

Your team’s objectives

Lendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. Lendable is committed to providing excellent customer service and ensuring that it reaches the right outcomes for our customers. 

Feedback is an important part of how we can evolve as a business to ensure that we are meeting our customers' expectations and continuously improving our service and the team is encouraged to speak up, take each complaint on its own merits and provide valuable insights to the business in order to improve and grow. 

Our ability to handle complaints effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as we expand our existing products in the UK and US financial markets.

How you’ll impact those objectives

The ideal candidate will have experience of resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution. 

• You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards.

• You will champion using our AI tools and technology to bring a first class service to our customers. 

• You will work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require. 

• You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale. 

• You will work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business. 

• You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism. 

• You will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance. 

• You will also ensure that you maintain up to date knowledge of Lendable’s products through effective use and review of policies, procedures and business tools made available to you. 

• You will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand. 

• You will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to