Lendable - Front-Line Operations Agent
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Requirements
• Previous experience in a contact centre environment, with demonstrated experience in both customer service and financial support roles (or a combined equivalent), particularly within financial services. • Demonstrated ability to handle complex queries with empathy, accuracy, and ownership. • Confident in following structured processes and able to identify opportunities to improve them. • Strong communication, rapport-building, and conflict resolution skills. • Skilled in using digital tools and comfortable adopting new technologies, including AI-driven platforms. • Organised and able to manage multiple tasks in a fast-paced setting. • Proactive in offering feedback and participating in process and AI improvement initiatives. • Behaviours & Approach • Customer-focused, with a passion for delivering consistent, positive outcomes. • Resilient, adaptable, and open to constant change and learning. • Collaborative, supportive team player committed to shared success. • High level of accountability and personal ownership for customer outcomes and process execution. • Constructive, solutions-focused approach with willingness to challenge the status quo.
Responsibilities
• Deliver exceptional support for a designated Lendable product, expertly handling a full spectrum of customer service and financial support queries via multiple channels, efficiently executing established processes. • Listen actively and provide clear, accurate responses, adapting communication style to each customer's needs, including those in vulnerable situations or with complex financial queries including customers in financial difficulty to ensure appropriate support solutions are implemented. • Take end-to-end ownership of customer interactions, ensuring every query is managed through to effective resolution or appropriate escalation. • Build rapport and trust while maintaining control of conversations, ensuring positive and compliant customer outcomes. • Ask effective probing questions to understand a customer’s financial circumstances and identify appropriate support options. • Work flexibly within your designated product area, adapting fluidly between general customer service and financial support requirements, and responding to varying service needs and complex customer queries. • Operational Excellence & Process Execution • Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures and applying appropriate judgement to specific customer circumstances. • Effectively use AI and digital tools to streamline customer interactions and deliver faster, more accurate service. • Identify blockers, process gaps, or recurring issues and communicate these to relevant teams, supporting continuous improvement initiatives. • Log all interactions accurately and ensure data integrity for audit and learning purposes. • Continuous Improvement & Feedback • Provide clear, actionable feedback from frontline experiences to enhance our knowledge base, training resources, and AI systems. • Participate in process reviews and contribute suggestions to enhance the customer journey, automation, and operational efficiency. • Remain up to date with ongoing system, product, and process changes, readily adapting to evolving procedures. • Learning & Development • Respond positively to coaching and feedback, using it to improve performance and customer outcomes. • Demonstrate initiative in learning new tools, products, and procedures as they are introduced.
Benefits
• You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas. • Monday and Friday • Shoreditch office in London • Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday. • fully stocked kitchen • We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance • Lendies’ well-being • We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London • equal-opportunity • Check out our blog!
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