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Investor Customer Services Specialist
At LendingCrowd, we’re helping to shape the future of finance.
We offer loans to SMEs and smart investments that help people take control of their finances and do more with their money. In the last 3 years we’ve helped more than 3,000 people lend £35 million to 400 UK businesses.
And our journey’s only just beginning. We operate in the fast growing, dynamic market of peer-to-peer lending and you will be helping to grow the business following the launch of our new passive investment product and ISA offering.
LendingCrowd is continuing to build on the strong foundations put in place since launch, with the team delivering significant growth. As part of our expansion, we are looking for a talented Client Service Specialist to join us in ensuring the best possible experience for our lenders.
This is a unique opportunity to participate in the growth of one of Scotland’s best young companies as it starts to scale.
About the role
Your role as an Investor Customer Services Specialist is to engage with new and existing clients (lenders) daily via telephone, email and livechat. With a clear-cut and thorough approach, you will help our lenders understand our product and transact on our platform. The role involves a proactive approach in helping lenders through the customer journey from onboarding to funding and involves a focus on outbound communications.
You will be building rapport with our lenders on a daily basis, gathering feedback in order to provide LendingCrowd with a consistent insight as to what lenders would like from LendingCrowd and what they like or dislike about our products. Keeping lenders updated about their investment performance is also crucial.
Key responsibilities
- Deal with investor queries by email, phone and live chat
- Build relationships and trust with investors through all communications channels to ensure an excellent standard of customer service
- Identify issues encountered by our lenders and offer simple explanations and solutions
- Manage your diary and the CRM system effectively, promptly following up with calls and emails to investors
- Conduct regular operational tasks e.g. investor KYC/AML checks, reporting
- Proactive outbound calling to existing and new investors as part of the signup process and investor campaigns
- Develop a strong understanding of the LendingCrowd platform, accounts and services to provide clear, concise and accurate information to investors
- Collect investor feedback and pass on to Marketing, Management and Tech as appropriate to inform campaigns, marketing, and updates to platform
- Respond to and record complaints and escalations
- Work with other members of the team to improve processes and control procedures
- Liaise with other departments (e.g. Credit, Sales, Finance) to answer detailed investor queries
- Support for investor communications and key investor projects
- Perform ad-hoc tasks as and when required by the business
- Attend meetings with other operational staff and Management in order to provide consistent insight into what’s working and what lenders would like
Required skills and experience
- You are comfortable making outbound calls to customers to offer assistance, answer questions and collect feedback
- You understand the importance of treating customers fairly and hold a track record for going the extra mile in order to ensure that the customer feels valued
- You have the confidence, patience and flexibility necessary to connect with a wide range of people and adapt effectively in a fast-paced environment
- You are capable of thinking on your feet and communicating effectively, asking clarifying questions and offering simple explanations to complex issues
- Excellent communication skills, both on the telephone and in writing
- Alongside your natural rapport-building talents, you are a fast learner with an exceptionally high attention to detail, able to adapt efficiently to new concepts and systems
- You are energetic and driven, able to work with minimum supervision
- You are always striving to better yourself, focused on growing a rewarding career within client services
- You look forward to contributing positively to the team dynamic and hitting the ground running
- Ideally 1+ years’ experience in a customer facing role
- Degree level or equivalent experience preferable
Contract Type: Permanent
Salary: Dependent on experience
Location: West End, Edinburgh
Apply for this role: email careers@lendingcrowd.com with your CV and a short covering letter