Complaints Officer

Responsibilities

• Investigate and resolve complex customer complaints and disputes
• Manage a varied and complex caseload while maintaining KPI standards
• Communicate with complainants via phone and written correspondence
• Draft professional final response letters that simplify complex issues
• Provide feedback to frontline and product teams to drive process improvements
• Ensure all decisions are backed by demonstrable evidence and rationale
• Apply learnings from internal and Financial Ombudsman Service (FOS) complaints to future cases

Requirements

• Experience resolving complaints or disputes within a regulated environment
• Strong knowledge of FCA regulation and DISP complaint handling rules
• Excellent written and verbal communication skills
• Ability to work under pressure and manage multiple priorities
• Strong analytical and problem-solving skills
• High level of professionalism and tact when handling difficult situations

About the Company

Lendable is a leading fintech unicorn on a mission to build the world's best technology to help people get credit and save money. We have rebuilt consumer finance products like loans, credit cards, and car finance from the ground up to provide faster, more efficient financial services.