Customer Service Specialist (US Cards)

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

• 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.

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  Interacting directly with customers via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard).

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  Ensuring every interaction reflects our commitment to putting customers first and that customer demand is met when it comes to query resolution.

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  Coordinating across internal teams and external partners to drive the success of the US Cards program.

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  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.

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  Escalating risks or potential risks that may negatively impact good customer outcomes.

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  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.

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  Meeting defined individual and team performance targets to ensure delivery of key business and department objectives.

• Previous experience in financial services or consumer lending environments.

• Familiarity with US-based work environments and customer expectations.

• An intro call with a member of the Talent Team

• Role-specific interview - Onsite

• Final stage interview with the head of department

Salary Range: £30K–£39K (includes an allowance for unsociable hours).

• 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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