Customer Operations Associate

About Abound We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation. And we've shown it works at scale. We’ve issued over £1.3bn in loans directly to customers while delivering market-leading credit performance - for every 10 defaults the industry expects, we see only 3. We also reached profitability just 2.5 years after launch. Backed by £2bn+ of funding from top-tier investors including Citi, GSR Ventures, and Deutsche Bank, we’re recognised as one of Europe’s fastest-growing fintechs (Sifted, CNBC). Now, we’re expanding into new markets and product lines - and we’re looking for ambitious people who want to learn fast, take ownership, and grow with us. About the role As a Mortgage Operations Associate, you'll support the end-to-end mortgage journey, ensuring applications progress smoothly from submission through to completion while delivering an exceptional experience for customers and business partners. Working closely with brokers, solicitors, lenders, surveyors and internal teams, you'll play a key role in keeping cases moving, maintaining operational excellence and helping us build scalable processes as our mortgage business grows. This is an exciting opportunity for someone who is highly organised and enjoys solving problems. We’re looking for ambitious people who want to learn fast, take ownership, and grow with us. What you'll be doing * Manage mortgage applications from submission through to completion, ensuring every case progresses smoothly. * Liaise with lenders, solicitors, surveyors and customers to obtain updates and required documentation. * Ensure all case records are accurate, up to date and compliant with regulatory requirements. * Proactively monitor case pipelines, identify blockers and drive cases forward. * Support the Operations team with day-to-day administration and process improvements. * Work closely with Underwriting and other internal teams to ensure applications move efficiently through each stage. * Deliver a high standard of service and communication to customers and business partners. * Identify and escalate issues that may impact case progression. * Assist with reporting, data management and operational projects. * Help improve operational processes, documentation and customer journeys as we continue to scale. Who you are * Highly organised and able to manage multiple cases and priorities simultaneously. * Detail-oriented and take pride in getting things right. * Proactive, with the confidence to take ownership and keep work moving. * A natural problem solver who enjoys identifying opportunities to improve processes. * A clear and confident communicator, comfortable working with customers, brokers, solicitors and colleagues. * Collaborative and enjoy working as part of a team while managing your own workload. * Comfortable working in a fast-paced, evolving environment where priorities can change. * Confident using Microsoft Office and CRM systems. * Experience in an operations, administration, mortgage support or customer operations role. * Experience within mortgages, financial services, banking or lending is beneficial, but not essential. * Excited by the opportunity to help build and scale our growing mortgage business. What we offer * Everyone owns a piece of the company - equity * Hybrid with 3 days a week in the office * 25 days’ holiday a year, plus 8 bank holidays * 2 paid volunteering days per year * One month paid sabbatical after 4 years * Employee loan * Free gym membership * Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering

ABOUT LENDABLE Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: * One of the UK’s newest unicorns with a team of just over 700 people * Among the fastest-growing tech companies in the UK * Profitable since 2017 * Backed by top investors including Balderton Capital and Goldman Sachs * Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting ABOUT THE ROLE We’re looking for a super-smart and ambitious graduate who is not only highly numerate and analytical, but also enthusiastic about building strong relationships and driving meaningful change. Join us to apply your analytical expertise and people skills to help shape the future of our operations and prepare for a path towards Operational Leadership.   WHAT YOU'LL BE DOING This two-year, full-time programme offers hands-on experience across our core customer-facing Operations teams. It’s an exciting opportunity to immerse yourself in the workings of a fast-growing fintech business, contributing to real projects with measurable impact. With mentorship and leadership support, you’ll develop valuable skills in AI, digital transformation, and process improvement—building a strong foundation for your future as an Operational leader. * Operational Automation & Efficiency: Work on initiatives to improve customer experience, optimise processes, and contribute to operational efficiency. * Rapid Exposure: Quickly take on significant responsibility and gain exposure to multiple functions across operations - whether through team rotations or high-impact assignments. * Data-Driven Decision Making: Analyse problems, propose solutions, and drive execution with support from our teams. * Communication & Delivery: Present findings, ideas, and results to stakeholders, developing your communication and influencing skills. * Problem-solving: Address complex operational challenges and deliver actionable solutions to our teams. * Customer-Centricity: Develop a keen understanding of customer needs and be empowered to identify pain points and design seamless, customer-focused processes, ensuring that our operational strategies consistently deliver great customer outcomes. * Collaboration: Collaborate with our cross-functional Operations teams to deliver tangible, customer-focused projects. WHAT WE'RE LOOKING FOR * A graduate with a STEM degree, with evidence of strong analytical thinking, creative problem solving, and quantitative skills. * Strong interpersonal and communication skills - you enjoy collaborating and building relationships. * Can demonstrate examples of critical thinking, adaptability, and initiative, ideally through academic, internship, or extracurricular experiences. * Results-driven and resourceful, with a willingness to learn quickly and embrace new challenges. * Comfortable with technology, data analysis and curious about fintech, AI, and automation. * Startup mindset. We’re a fast-growth tech startup so you’ll be super excited to work in an entrepreneurial environment and have a real impact on the business * You’ll have a natural curiosity and love to dig into things to understand how they work and are eager to drive positive change from day one.   INTERVIEW PROCESS * 15-minute online numerical test * Cognitive Assessment * In-person case study (30 min) * In person final stage interview   COMPENSATION £40,000 - £45,000 annual salary LIFE AT LENDABLE * Winning team: the opportunity to scale up one of the world’s most successful fintech companies * Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites * Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls * Health coverage: support for your physical and mental wellbeing, including private health cover * Retirement & savings: long-term financial wellbeing through retirement savings plans * Employee referral programme: earn a competitive bonus when you refer successful new team members * Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations * Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog!