Complaints Officer - Graduate

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

companies in the UK

• Profitable since

• Backed by top investors including

• 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.

• Investigating and resolving complaints about our loans, cards and auto-finance products, taking each case on its own merits

• Self-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 standards

• Communicating with complainants in writing and by phone - managing expectations, handling difficult situations with tact and professionalism, and finding solutions to the issues raised

• Writing professional final response letters that set out our decision, our rationale and the customer's right to refer to the Financial Ombudsman Service

• Following our complaint handling standards and keeping clear records, making sure every decision is backed by demonstrable evidence and a documented rationale

• Working to resolve complaints without the customer needing to refer to FOS, and applying the learnings from both internal and FOS outcomes to future cases

• Feeding back to frontline and product teams on the product and process improvements your cases surface, across Operations and the wider Lendable business

• Keeping your knowledge of Lendable's products current through effective use and review of our policies, procedures and business tools

• Turning your hand to other areas of operational need as the business requires

• Educated to degree level

• Exceptional written communication - you can structure an argument and explain a complex decision clearly to someone who is not an expert

• An aptitude for investigation, analysis, problem-solving and dispute resolution

• Strong organisation and self-management - you can hold a caseload, prioritise it and work to deadlines without being chased

• Sound judgment and a sound moral compass: willing to speak up to make sure good customer outcomes stay at the heart of what we do

• Resilience and adaptability in a fast-paced, changing environment

• A willingness to learn FCA regulation and the DISP complaint handling rules and guidance

We're not a corporation so we try our best to get things moving as quickly as possible. For this role we'd expect:

• A 15 minute cognitive assessment

• A quick phone call with one of the Talent team

• An onsite assessment centre with a role focus and a final stage interview with the Complaints Management team to discuss your fit and capability for the role.