Customer Service Specialist - US Cards
New
L
LendableFintech / Consumer Lending
London (Hybrid or fully remote options based on shift), Rotating weekly shifts to align with US operating hours (12:00 PM–9:00 PM or 4:00 PM–1:00 AM UK time).Full-TimeMiddle
Salary30,000 - 39,000 GBP per year
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Job Details
- Experience
- At least 2 years in any industry in a customer-facing role
- Required Skills
- Problem SolvingMultitaskingActive listeningCustomer support
Requirements
- At least 2 years of experience in a customer-facing role.
- Excellent written and verbal communication skills.
- Strong active listening and rapport-building abilities.
- Proven ability to handle conflict and challenging interactions with composure.
- Comfortable with technology and quick to learn new software.
- Open to feedback and adaptable to change in a fast-paced environment.
- Ability to solve problems independently and multitask.
- Ability to work rotating shifts aligned with US hours.
- Ability to complete 4-6 weeks of initial training in the London office.
- Previous experience in financial services or consumer lending is a plus.
- Familiarity with US-based work environments is a plus.
Responsibilities
- Interact directly with customers via phone, email, and chat to answer questions and resolve issues.
- Ensure interactions reflect a commitment to putting customers first.
- Coordinate across internal teams and external partners to drive the success of the US Cards program.
- Interact directly with customers via voice and non-voice channels to ensure first-contact resolution.
- Escalate risks or potential risks that may impact customer outcomes.
- Identify and record customer dissatisfaction and manage complaint resolution.
- Meet defined individual and team performance targets.
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