Lendable

Lendable’s graduate complaints role investigates customer disputes, determines fair outcomes, communicates decisions and identifies improvements across loans, cards and auto-finance.About the roleThis role is for someone wanting to start a career in operations within a financial services firm. You'll join as a Graduate focused on working complaints and train to become a fully competent Complaints Officer, investigating and resolving our more complex customer interactions across loans, cards and auto-finance. A critical role to help the business understand how it can serve customers better.This is a casework role. From early on you will hold your own caseload, speak to customers directly, make decisions on whether we got it right, and put things right where we didn't. You will be supported through structured training, coaching and quality feedback as you develop in the roleSome of the areas you'll delve into are:The regulatory framework for complaints: FCA regulation, the DISP rules, Consumer Duty, and how the guidance is applied to real cases.Investigation technique: gathering evidence, interrogating system records and call recordings, and testing what actually happened against what should have happened.Decision making and redress: reaching fair and objective outcomes, and calculating and explaining any compensation due.Customer communication: writing final response letters that break complex issues down into plain English.The Financial Ombudsman Service: how cases are referred, how FOS reaches its view, and how we apply those learnings to future cases.Root cause and feedback: spotting the product and process failures behind complaints and feeding them back to frontline and product teams.Reporting to a Complaints Manager within the Operations Team, you will be responsible for a live caseload and for the quality of the decisions you make on it.No prior complaints experience needed, we care about how you think, not what you already know. This role requires an ability to learn quickly, work to deadlines and support our customers effectively.Your team's objectivesLendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. We are committed to providing excellent customer service and to reaching the right outcomes for our customers.Feedback is an important part of how we evolve as a business. The team is encouraged to speak up, take each complaint on its own merits and provide valuable insight back into the business so we can improve and grow.Our ability to handle complaints effectively for our customers and therefore for us as a business has never been more important than now, as we expand our existing products in the UK and US financial markets.What you'll be doingInvestigating and resolving complaints about our loans, cards and auto-finance products, taking each case on its own meritsSelf-managing a varied and increasingly complex caseload: prioritising cases, choosing the best contact mechanism for each customer, and working efficiently enough to meet our KPI minimum standardsCommunicating with complainants in writing and by phone — managing expectations, handling difficult situations with tact and professionalism, and finding solutions to the issues raisedWriting professional final response letters that set out our decision, our rationale and the customer's right to refer to the Financial Ombudsman ServiceFollowing our complaint handling standards and keeping clear records, making sure every decision is backed by demonstrable evidence and a documented rationaleWorking to resolve complaints without the customer needing to refer to FOS, and applying the learnings from both internal and FOS outcomes to future casesFeeding back to frontline and product teams on the product and process improvements your cases surface, across Operations and the wider Lendable businessKeeping your knowledge of Lendable's products current through effective use and review of our policies, procedures and business toolsTurning your hand to other areas of operational need as the business requiresWhat we're looking forEducated to degree levelExceptional written communication - you can structure an argument and explain a complex decision clearly to someone who is not an expertAn aptitude for investigation, analysis, problem-solving and dispute resolutionStrong organisation and self-management - you can hold a caseload, prioritise it and work to deadlines without being chasedSound judgment and a sound moral compass: willing to speak up to make sure good customer outcomes stay at the heart of what we doResilience and adaptability in a fast-paced, changing environmentA willingness to learn FCA regulation and the DISP complaint handling rules and guidance

Posted 22 days ago

This graduate analytics role uses data, modelling and hypothesis testing to improve lending decisions, pricing, fraud detection and business strategy.About the roleWe’re looking for a super smart graduate who is great with numbers and loves problem solving to come and apply your skills in a start up environment and have a big impact on our business and how we do things.What you'll be doingUse your analytical and problem-solving skills to generate key insights from data, and use that insight to drive meaningful change in our strategyUsing data and modelling to ground assumptions for our NPV model, such as predicting what default rates will be in the future, and using that to inform our lending deicsionsUsing data and analytics to drive decisions about who we should lend to, and how much we should lend to them, and how that changes with the economy and competition changesConducting hypothesis testing, and using your findings to change how we do things in areas such as lending strategy, pricing, and fraud detectionPresenting your findings to senior leaders in the company, then work with the product/tech team to get them implementedWhat we're looking forA graduate with a degreeSomeone that loves numbers! You’ll be working with numbers every single day in this role so you’ll be able to demonstrate your ability to work with complex data sets, analyse them and draw insightsYou’ll have 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 22 days ago

Lendable’s graduate payments role verifies partner funding, reconciles transactions, supports payment operations and recovers partner liabilities while improving financial controls and automation.About the roleLendable's Payments team transacts money for our UK Loans, AutoLend (motor finance) and Zable (credit card) products: disbursing loans, collecting repayments, refunding customers and reconciling everything against our banking providers.We're bringing in a recent graduate on a 6-month contract to strengthen the controls around our daily loan funding and to add capacity across payments and partner indemnity recovery. A large part of our AutoLend lending is originated through third-party partners, and you'll own the daily process that verifies funds are flowing correctly through that chain before we release the next day's payments. You'll run that control every day, then use the remaining time to help us make it faster, better evidenced and, where possible, automated.This is a hands-on operational role and a strong first job in fintech. You don't need finance experience; we'll teach you the payments side. You do need to be numerate, methodical, quick to learn and comfortable being the last line of defence before money leaves the building.What you'll doDaily funding controls (core responsibility)Run the daily pre-release checks on partner funding: gather payment evidence from our third-party partners, reconcile it to our disbursal records, and confirm that yesterday's funds reached the intended recipients before today's payments are approved.Hold, query or escalate anything that is missing, late or doesn't reconcile, and document the reason clearly so commercial, operations and risk colleagues can act on it.Keep a full audit trail of every check, exception and release decision so the control is evidenced for internal review and audit.Spot the trends in partner behaviour and payment timing that warrant a closer look, and raise them early.Run periodic verification of partner and payee bank details, and re-verify whenever a partner asks us to change where we pay them.Work with the Payments Manager to onboard more partners onto the control, and to turn the manual check into matching rules, scripts and monitoring that surface only the exceptions.Payments and finance operationsSupport day-to-day payment operations: cash allocation of incoming repayments, refunds and returned payments, and reconciliation against our bank and payment providers.Prepare and check payment files for approval, for example, bulk payment files for customer refunds and complaint redress.Pick up Finance Help Desk tickets from other teams: payment traces, refund and redress requests, "has this payment arrived" queries.Partner indemnity recoverySupport the colleague who leads our partner indemnity recovery process. Where an agreement is cancelled, unwound or found to have been mis-sold, our partner agreements entitle us to recover amounts from the partner. You'll help validate each case against our records: confirming the agreement status, the amounts paid out and received, and what is contractually recoverable.Prepare and reconcile the recovery figures that go to partners, track invoices raised against amounts received, and chase and resolve queries and shortfalls.Support the unwind process on cancelled agreements: making sure customer refunds, partner recoveries and internal ledger entries all tie back to the same numbers.Help bring the recovery backlog under control and keep an accurate, up-to-date view of what is outstanding by partner.What we're looking forMust haveA degree (2:1 or above, or equivalent) in a STEM, finance, accounting, economics or other quantitative subject, completed within the last two years.Strong numeracy and comfort working with large volumes of transactional data.Strong attention to detail and healthy scepticism. You can quickly identify when supporting documentation, such as a bank statement, does not fully evidence what it is intended to.Confident with Google Sheets or Excel, including lookups, filters and tidy, checkable working.Clear written communication. You can explain to a non-finance colleague why a payment has been held.Confident dealing with external partners: obtaining documentation promptly and professionally, and politely pushing back where it is incomplete.Comfortable handling sensitive customer, partner and payment data responsibly.Nice to haveSome exposure to Python, SQL or a similar language from your degree, a project or self-study, and an appetite to use it to automate repetitive work. We use Snowflake.An internship, placement or project involving finance, operations or messy real-world data.An interest in payments, lending or how money moves between businesses.What success looks like at 6 monthsThe daily funding control runs reliably across the agreed partner population with a full evidence trail, and no payment is released without the previous day's funds being evidenced.Exceptions and emerging trends are flagged early, documented and resolved with the right teams.Partner and payee bank details have been verified on the agreed cycle.The partner indemnity recovery backlog has been validated, invoiced where due and is tracked in one accurate, up-to-date view.The funding control is documented end-to-end and materially more automated than when you started.

Posted 22 days ago

Lendable Graduate Complaints Officer role provides entry-level experience in financial-services operations, investigating and resolving complex customer complaints across loans, cards and auto-finance.About the roleThis role is for someone wanting to start a career in operations within a financial services firm. You'll join as a Graduate focused on working complaints and train to become a fully competent Complaints Officer, investigating and resolving our more complex customer interactions across loans, cards and auto-finance. A critical role to help the business understand how it can serve customers better.This is a casework role. From early on you will hold your own caseload, speak to customers directly, make decisions on whether we got it right, and put things right where we didn't. You will be supported through structured training, coaching and quality feedback as you develop in the roleSome of the areas you'll delve into are:The regulatory framework for complaints: FCA regulation, the DISP rules, Consumer Duty, and how the guidance is applied to real cases.Investigation technique: gathering evidence, interrogating system records and call recordings, and testing what actually happened against what should have happened.Decision making and redress: reaching fair and objective outcomes, and calculating and explaining any compensation due.Customer communication: writing final response letters that break complex issues down into plain English.The Financial Ombudsman Service: how cases are referred, how FOS reaches its view, and how we apply those learnings to future cases.Root cause and feedback: spotting the product and process failures behind complaints and feeding them back to frontline and product teams.Reporting to a Complaints Manager within the Operations Team, you will be responsible for a live caseload and for the quality of the decisions you make on it.No prior complaints experience needed, we care about how you think, not what you already know. This role requires an ability to learn quickly, work to deadlines and support our customers effectively.Your team's objectivesLendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. We are committed to providing excellent customer service and to reaching the right outcomes for our customers.Feedback is an important part of how we evolve as a business. The team is encouraged to speak up, take each complaint on its own merits and provide valuable insight back into the business so we can improve and grow.Our ability to handle complaints effectively for our customers and therefore for us as a business has never been more important than now, as we expand our existing products in the UK and US financial markets.What you'll be doingInvestigating and resolving complaints about our loans, cards and auto-finance products, taking each case on its own meritsSelf-managing a varied and increasingly complex caseload: prioritising cases, choosing the best contact mechanism for each customer, and working efficiently enough to meet our KPI minimum standardsCommunicating with complainants in writing and by phone — managing expectations, handling difficult situations with tact and professionalism, and finding solutions to the issues raisedWriting professional final response letters that set out our decision, our rationale and the customer's right to refer to the Financial Ombudsman ServiceFollowing our complaint handling standards and keeping clear records, making sure every decision is backed by demonstrable evidence and a documented rationaleWorking to resolve complaints without the customer needing to refer to FOS, and applying the learnings from both internal and FOS outcomes to future casesFeeding back to frontline and product teams on the product and process improvements your cases surface, across Operations and the wider Lendable businessKeeping your knowledge of Lendable's products current through effective use and review of our policies, procedures and business toolsTurning your hand to other areas of operational need as the business requiresWhat we're looking forEducated to degree levelExceptional written communication - you can structure an argument and explain a complex decision clearly to someone who is not an expertAn aptitude for investigation, analysis, problem-solving and dispute resolutionStrong organisation and self-management - you can hold a caseload, prioritise it and work to deadlines without being chasedSound judgment and a sound moral compass: willing to speak up to make sure good customer outcomes stay at the heart of what we doResilience and adaptability in a fast-paced, changing environmentA willingness to learn FCA regulation and the DISP complaint handling rules and guidance

Posted 24 days ago