Customer Service Specialist (US Cards)

-------------- 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* 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. 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 *Working Hours:* Rotating weekly shifts to align with US operating hours: Shift 1: 12:00 PM–9:00 PM UK time (Monday–Friday). WFH Monday & Friday, Tuesday - Thursday in office. Shift 2: 4:00 PM–1:00 AM UK time (Monday–Friday). - Fully remote. *Training:* 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. *Holidays: You will receive 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed).* *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. Spanish Speaking, desirable but not essential. *What you'll be doing* 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*. --------------- *Nice to haves* *Previous experience* in *financial services* or *consumer lending environments*. Familiarity with *US-based work environments* and customer expectations. ------------------- *Interview Process* An intro call with a member of the Talent Team. Final stage interview with the head of department held remotely. *Salary Range:* £30K–£39K (includes an allowance for unsociable hours). Life at Lendable *Winning team:* the opportunity to scale up one of the world’s most successful fintech companies *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 *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 *Office meals & snacks:* enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations *Sustainable commuting:* cycle-to-work and electric vehicle salary sacrifice schemes available in select locations *Please note:* The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. 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