Operations Executive
Marshmallow
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
Visit company websiteExplore more
Job Level
About the role
- Supporting our broker and dealer partners to get Hire Purchase deals completed - think chasing invoices, discussing loan limits/deposits, setting clear expectations to move deals forward
- Assessing applicant affordability and suitability using our Underwriting Guidelines, Credit Risk models and interpreting both agency credit report data and Open Banking reports
- Making decisions (with guidance initially) on who we should lend to
- Identifying areas where processes can be improved via automation and AI, and working closely with our engineering team to implement ideas
- Working with the Car Finance Ops Team Lead, GM and Head of Risk to set and track performance KPI’s, constantly challenging what ‘great’ looks like
- Actively collaborating with cross-functional teams including Engineering, Product Design and Risk, as well as wider parts of the business (Complaints, Collections) to resolve complex issues
- Providing real-time customer support via email, phone etc, ensuring effective and efficient communication - everything from welcome calls to our new customers through to setting up payment plans with customers who have missed payments
- Abandoned Basket (ABBA) conversion - turning ‘stuck’ deals into completed deals using your initiative and determination
- Adapting your ways of working quickly - processes and software change rapidly in car finance - no two days will be the same!
Requirements
- Previous experience in a customer-facing role, particularly in online customer support, Collections, Underwriting or Complaints.
- Excellent written and verbal English communication skills.
- Ability to work a couple of weekend days per month (with a day off in lieu).
Benefits
- Flexible working: Spend three days a week with your team in our collaborative London office, and own your own working hours. The rest is up to you 🏠
- Competitive bonus scheme - designed to reward and recognise high performance 🌟
- Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things *you w*ant. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰
- Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚
- Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓
- Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥
- Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
- Tech scheme - Get the latest tech for less
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Underwriting GuidelinesCredit Risk modelsOpen Banking reportsKPI trackingAutomationAI implementationCustomer supportPayment plansAbandoned Basket conversion
Soft Skills
CommunicationCollaborationProblem-solvingAdaptabilityInitiativeDetermination