Lendable

Operating within the Operations Team at Lendable, this Complaints Officer position focuses on investigating and resolving complex customer disputes regarding loan, card, and auto-finance products in strict compliance with FCA and DISP regulations.About the roleAs we grow, we’re looking for a Complaints Officer to help us investigate and resolve our more complex customer interactions. As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions.Your team’s objectivesLendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. Lendable is committed to providing excellent customer service and ensuring that it reaches the right outcomes for our customers.Feedback is an important part of how we can evolve as a business to ensure that we are meeting our customers' expectations and continuously improving our service and the team is encouraged to speak up, take each complaint on its own merits and provide valuable insights to the business in order to improve and grow.Our ability to handle complaints effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as we expand our existing products in the UK and US financial markets.How you’ll impact those objectivesThe ideal candidate will have experience in resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution.You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards.You’ll work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require.You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale.You’ll work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business.You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism.You will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance.You will also ensure that you maintain up to date knowledge of Lendable’s products through effective use and review of policies, procedures and business tools made available to you.You will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand.You will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to refer to the Financial Ombudsman service, and ensuring you are applying any learnings from both internal and FOS complaints to future complaint cases.

Posted 10 days ago

Joining a fast-growing tech startup, this Fraud Strategy Analyst position focuses on using SQL and Python to extract data insights, automate risk reporting, and develop mitigation strategies that minimize losses on the UK Cards portfolio.About the roleWe’re looking for a super-smart fraud strategy analyst who is great with numbers and loves problem-solving to come and have a big impact on our business. We want someone with basic coding experience (in Python and SQL) who can use those skills to produce insights from data and support impactful change in our UK businesses. You’ll be working for an ambitious company, in a fast-paced environment, with minimal bureaucracy.Your team's objectivesPrevent fraud losses on the UK Cards portfolio whilst balancing great customer experienceUse data and analytics to improve commercial protection and streamline customer journeysAutomating reporting and intelligence sharing for key stakeholdersHow you'll impact those objectivesContribute to the fraud strategy for our evolving portfoliosDiscover insights from data and develop strategies to answer the big questions and address key business questionsCollaborate with a wider cross-functional team to implement your strategies in the marketMonitor and assess the success of implemented strategies, and continuously discover further opportunities for improvementWhat we're looking forA graduate with a degreeProficiency in SQL and willingness to learn pythonInterest in contributing to fraud strategiesUnderstanding what truly matters and driving business outcomesHave a natural curiosity and love to dig into things to understand how they workStartup mindset. We’re a fast-growth tech startup so you’ll be super excited to work in an entrepreneurial environment and have a real impact on the business

Posted 10 days ago

This structured two-year fintech graduate program focuses on operational automation and process optimization, training quantitative STEM graduates to leverage data analytics and AI tools to drive efficiency and design customer-centric digital workflows.About the roleWe’re looking for a super-smart and ambitious graduate who is not only highly numerate and analytical, but also enthusiastic about building strong relationships and driving meaningful change. Join us to apply your analytical expertise and people skills to help shape the future of our operations and prepare for a path towards Operational Leadership.What you'll be doingThis two-year, full-time programme offers hands-on experience across our core customer-facing Operations teams. It’s an exciting opportunity to immerse yourself in the workings of a fast-growing fintech business, contributing to real projects with measurable impact. With mentorship and leadership support, you’ll develop valuable skills in AI, digital transformation, and process improvement—building a strong foundation for your future as an Operational leader.Operational Automation & Efficiency: Work on initiatives to improve customer experience, optimise processes, and contribute to operational efficiency.Rapid Exposure: Quickly take on significant responsibility and gain exposure to multiple functions across operations - whether through team rotations or high-impact assignments.Data-Driven Decision Making: Analyse problems, propose solutions, and drive execution with support from our teams.Communication & Delivery: Present findings, ideas, and results to stakeholders, developing your communication and influencing skills.Problem-solving: Address complex operational challenges and deliver actionable solutions to our teams.Customer-Centricity: Develop a keen understanding of customer needs and be empowered to identify pain points and design seamless, customer-focused processes, ensuring that our operational strategies consistently deliver great customer outcomes.Collaboration: Collaborate with our cross-functional Operations teams to deliver tangible, customer-focused projects.What we're looking forA graduate with a STEM degree, with evidence of strong analytical thinking, creative problem solving, and quantitative skills.Strong interpersonal and communication skills - you enjoy collaborating and building relationships.Can demonstrate examples of critical thinking, adaptability, and initiative, ideally through academic, internship, or extracurricular experiences.Results-driven and resourceful, with a willingness to learn quickly and embrace new challenges.Comfortable with technology, data analysis and curious about fintech, AI, and automation.Startup mindset. We’re a fast-growth tech startup so you’ll be super excited to work in an entrepreneurial environment and have a real impact on the businessYou’ll have a natural curiosity and love to dig into things to understand how they work and are eager to drive positive change from day one.

Posted 25 days ago