lendable - Customer Service Specialist (US Cards)

London, United Kingdom, Hybrid£30k - £39k/year3w ago

In Office Mid EMEA Fintech Customer Success Manager

Requirements

• 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. • Previous experience in financial services or consumer lending environments. • Familiarity with US-based work environments and customer expectations.

Responsibilities

• 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.

Benefits

• What is your notice period? • Yes - Lendable loan • Yes - Zable credit card • Yes - Autolend loan • Recruiting Privacy Policy • Lendable may use Artificial Intelligence with this application. Learn more.