Complaints Officer (motor finance) at Lendtable

England, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Consumer Finance, Automotive FinanceIndustries

Requirements

Experience handling complex complaints (preferably motor or secured product related) or worked in the automotive finance sector
Problem solving and decision making skills, putting the customer at the heart of everything
Ability to assess and critique evidence to reach fair and comprehensive decisions
Ability to shift focus and re-prioritise workloads based on business and customer needs
Great phone and written communication skills, being clear and concise to promote customer understanding
Ability to build rapport and manage multiple third parties, ensuring customer expectations are managed
Even better: Experience in a regulated motor finance environment
Even better: Understanding of the Consumer Rights Act 2015
Even better: Understanding of Motor related policies and industry standards
Even better: Ability to comprehend complex Satisfactory Quality-related complaints
Experience resolving complaints or customer disputes in a regulated environment
Aptitude for investigating, analysing, problem-solving, and dispute resolution
Ability to self-manage a varied and complex caseload
Ability to identify best contact mechanisms for customers and prioritise cases
Ability to maintain required performance against KPI minimum standards

Responsibilities

Handle complaints in the Auto complaints handling team, building relationships with customers and other departments
Understand customer friction points and make fair and objective decisions
Resolve complaints promptly, investigating diligently and fairly
Provide excellent customer service and reach right outcomes for customers
Speak up with feedback, take each complaint on its own merits, and provide valuable insights to improve the business
Self-manage a varied and complex caseload to be highly productive and efficient

Skills

Key technologies and capabilities for this role

Complaints HandlingProblem SolvingDecision MakingCustomer CommunicationMotor FinanceAutomotive FinanceSecured Products

Questions & Answers

Common questions about this position

What is the salary for the Complaints Officer role?

This information is not specified in the job description.

Is this a remote or hybrid position?

The position is hybrid.

What skills are required for this Complaints Officer position?

Required skills include problem solving and decision making with the customer at the heart, assessing and critiquing evidence for fair decisions, shifting focus and re-prioritizing workloads, great phone and written communication skills, and building rapport while managing multiple third parties.

What is the company culture like at Lendable?

Lendable fosters a culture of taking ownership across broad remits with trusted decision-making from day one, working in small teams of exceptional, relentlessly resourceful people, and building in-house technology using data, machine learning, and AI.

What experience makes a strong candidate for this role?

Experience handling complex complaints (preferably motor or secured product related), working in the automotive finance sector, in a regulated motor finance environment, understanding of the Consumer Rights Act 2015, motor related policies, and handling complex Satisfactory Quality-related complaints would make you a strong candidate.

Lendtable

Provides credit lines for retirement contributions

About Lendtable

Lendtable helps employees increase their long-term wealth by providing lines of credit for retirement and employee stock purchase plans (ESPP). This service allows employees to contribute to their 401(k) plans or ESPPs without reducing their take-home pay, enabling them to take full advantage of employer matching contributions. The application process is straightforward, and Lendtable earns revenue through fees on the credit extended. The company's goal is to maximize retirement savings for employees of large corporations while keeping their monthly budgets intact.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$22.5MTotal Funding

SERIES_ACompany Stage

Fintech, Financial ServicesIndustries

11-50Employees

Risks

Rising interest rates may increase Lendtable's cost of capital.

Increased competition from fintech startups could erode Lendtable's market share.

Regulatory scrutiny on retirement-focused financial products could impact Lendtable.

Differentiation

Lendtable offers unique credit lines for 401(k) and ESPP contributions.

The company targets employees of Fortune 500 companies for its services.

Lendtable's model allows wealth-building without reducing take-home pay.

Upsides

Increased employer interest in financial wellness boosts demand for Lendtable's services.

SECURE 2.0 Act encourages higher retirement savings, benefiting Lendtable.

Growing ESPP offerings align with Lendtable's focus on stock purchase plans.

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