Customer Service Specialist - US Cards

<h2>About Lendable</h2><p style="min-height:1.5em">Lendable is on a mission to build the world's best technology to help people get credit and save money.<strong> </strong>We're building one of the world’s leading fintech companies and are off to a strong start:</p><p style="min-height:1.5em"></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">One of the UK’s newest unicorns with a team of just over 700 people</p></li><li><p style="min-height:1.5em">Among the<strong> fastest-growing tech</strong> companies in the UK</p></li><li><p style="min-height:1.5em">Profitable since <strong>2017</strong></p></li><li><p style="min-height:1.5em">Backed by top investors including <strong>Balderton Capital </strong>and<strong> Goldman Sachs</strong></p></li><li><p style="min-height:1.5em"><strong>Loved by customers</strong> with the best reviews in the market (4.9 across 10,000s of reviews on <a target="_blank" rel="noopener noreferrer nofollow" href="https://uk.trustpilot.com/review/lendable.co.uk"><u>Trustpilot</u></a>)</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em">So far, we’ve rebuilt the Big Three consumer finance products from scratch:<strong> loans, credit cards and car finance</strong>. We get money into our customers’ hands in minutes instead of days.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">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 <strong>with dated systems and painful processes.</strong></p><p style="min-height:1.5em"></p><h2>Join us if you want to</h2><ol style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Take ownership </strong>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</p></li><li><p style="min-height:1.5em"><strong>Work in small teams of exceptional people,</strong> who are relentlessly resourceful to solve problems and find smarter solutions than the status quo</p></li><li><p style="min-height:1.5em"><strong>Build the best technology in-house</strong>, using new data sources, machine learning and AI to make machines do the heavy lifting</p></li></ol><p style="min-height:1.5em"></p><h2><strong>About the role</strong></h2><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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</p><p style="min-height:1.5em"><strong>Working Hours:</strong> Rotating weekly shifts to align with US operating hours:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Shift 1: 12:00 PM–9:00 PM UK time (Monday–Friday). WFH Monday &amp; Friday, Tuesday - Thursday in office.</p></li><li><p style="min-height:1.5em">Shift 2: 4:00 PM–1:00 AM UK time (Monday–Friday). - Fully remote.</p></li></ul><p style="min-height:1.5em"><strong>Training: </strong>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.</p><p style="min-height:1.5em"><strong>Holidays: You will receive 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed).</strong></p><p style="min-height:1.5em"></p><h2><strong>Your profile</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">At least <strong>2 years in any industry in a customer-facing role</strong>, with a track record of connecting with and helping others.</p></li><li><p style="min-height:1.5em">You’re curious, quick to assess situations, and <strong>skilled at finding effective solutions.</strong></p></li><li><p style="min-height:1.5em">Excellent <strong>written and verbal communication skills</strong>, active listening and rapport-building abilities.</p></li><li><p style="min-height:1.5em">You <strong>handle conflict</strong> gracefully, recover quickly from <strong>challenging interactions</strong>, and maintain composure.</p></li><li><p style="min-height:1.5em"><strong>Comfortable with technology</strong> and quick to learn new software.</p></li><li><p style="min-height:1.5em"><strong>Open to feedback,</strong> eager to improve, and adaptable to change in a fast-paced environment.</p></li><li><p style="min-height:1.5em"><strong>Enjoy solving problems </strong>independently, multitasking, and improving processes.</p></li><li><p style="min-height:1.5em">Spanish Speaking, desirable but not essential. </p></li></ul><p style="min-height:1.5em"></p><h2><strong>What you'll be doing</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Interacting directly with customers <strong>via phone, email, and chat</strong> to answer questions and resolve issues with care and efficiency (and to the highest standard).</p></li><li><p style="min-height:1.5em">Ensuring every interaction reflects our commitment to <strong>putting customers first</strong> and that customer demand is met when it comes to query resolution.</p></li><li><p style="min-height:1.5em">Coordinating across <strong>internal teams and external partners</strong> to drive the success of the US Cards program.</p></li><li><p style="min-height:1.5em"><strong>Interact directly with customers via voice/non-voice</strong> as part of your role to ensure customer demand is met and <strong>customers achieve first-contact resolution</strong> on their query/need.</p></li><li><p style="min-height:1.5em"><strong>Escalating risks or potential risks</strong> that may negatively impact good customer outcomes.</p></li><li><p style="min-height:1.5em">Identifying and recording customer dissatisfaction against Lendables processes and responding appropriately to <strong>achieve complaint resolution</strong>, where complaint resolution is not possible following complaint escalation procedures.</p></li><li><p style="min-height:1.5em">Meeting defined individual and team performance targets to <strong>ensure delivery of key business and department objectives</strong>.</p></li></ul><p style="min-height:1.5em"></p><h2><strong>Nice to haves</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Previous experience</strong> in<strong> financial services </strong>or <strong>consumer lending environments</strong>.</p></li><li><p style="min-height:1.5em">Familiarity with <strong>US-based work environments</strong> and customer expectations.</p></li></ul><p style="min-height:1.5em"></p><h2><strong>Interview Process</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">An intro call with a member of the Talent Team</p></li><li><p style="min-height:1.5em">Role-specific interview - Onsite</p></li><li><p style="min-height:1.5em">Final stage interview with the head of department</p></li></ul><p style="min-height:1.5em"><strong>Salary Range:</strong> £30K–£39K (includes an allowance for unsociable hours).</p><p style="min-height:1.5em"></p><h2>Life at Lendable</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Winning team: </strong>the opportunity to scale up one of the world’s most successful fintech companies</p></li><li><p style="min-height:1.5em"><strong>Flexible working: </strong>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</p></li><li><p style="min-height:1.5em"><strong>Socials &amp; connection: </strong>opportunities and events to come together, socialise, and get to know each other beyond the office walls</p></li><li><p style="min-height:1.5em"><strong>Health coverage:</strong> support for your physical and mental wellbeing, including private health cover</p></li><li><p style="min-height:1.5em"><strong>Retirement &amp; savings:</strong> long-term financial wellbeing through retirement savings plans</p></li><li><p style="min-height:1.5em"><strong>Employee referral programme:</strong> earn a competitive bonus when you refer successful new team members</p></li><li><p style="min-height:1.5em"><strong>Office meals &amp; snacks:</strong> enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations</p></li><li><p style="min-height:1.5em"><strong>Sustainable commuting:</strong> cycle-to-work and electric vehicle salary sacrifice schemes available in select locations</p></li></ul><p style="min-height:1.5em"><em><strong>Please note:</strong> The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.</em></p><p style="min-height:1.5em">Check out our <a target="_blank" rel="noopener noreferrer nofollow" href="https://blog.lendable.co.uk/"><u>blog</u></a>!</p><p>Find more <a href="https://www.arbeitnow.co.uk/english-speaking-jobs">English Speaking Jobs in United Kingdom</a> on Arbeitnow</a>