
Lendable · Chatham
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 leadin...
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:
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.
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
This role will be based out of our Chatham office
As the Financial Crime Team Leader, you will play a pivotal role in managing Financial Crime Operations to support and protect our
customers. Your primary responsibility will be to ensure that we meet our legal and regulatory obligations regarding transaction
monitoring and raising suspicious activity reports. Additionally, you will drive improvements as the financial crime landscape
changes and when you identify efficiency opportunities.
The Fraud and Financial Crime Team aims to build and enhance an effective framework to combat fraud and financial crime while
balancing the needs of our customers. Risk mitigation is a key objective, and we also focus on data analysis and automation to
deliver solutions efficiently and effectively.
The team works closely with all areas of the business to support initiatives that enable secure growth for the bank, providing
advice and solutions.
In this role, you will have a significant impact on the development of the Fraud and Financial Crime function across the firm.
Suspicious Activity Reports (SAR’s) addressing identified challenges.
simultaneously.
including relevant product teams.
implement an effective financial crime screening operation.
high-risk/criminal activity and integrating them into our overall data insight and profiling.
cycle.
include regular opportunities for in-person connection through socials and off-sites
at 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!
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 The Front-Line Operations Agent plays a vital customer-facing role, responsible for delivering high-quality support for a designated Lendable product, encompassing both general customer service and financial support. You will follow established processes to resolve a variety of complex customer queries, ensuring interactions are efficient, accurate, and empathetic—applying your cross-functional expertise across general service needs and more intricate financial support situations. By taking ownership of every enquiry from first contact to final resolution, you will not only deliver exceptional customer outcomes but also provide actionable feedback and insights to help improve our automated tools and AI-driven customer journeys. This role is key in ensuring our service continually evolves to better meet the needs of all customers. You’ll be based in our Chatham office, joining the team on-site three days a week. You’ll work two weekends a month, but to keep your work-life balance in check, you’ll get a day in lieu the week before to ensure you never work more than five days a week. Key Responsibilities * Deliver exceptional support for a designated Lendable product, expertly handling a full spectrum of customer service and financial support queries via multiple channels, efficiently executing established processes. * Listen actively and provide clear, accurate responses, adapting communication style to each customer's needs, including those in vulnerable situations or with complex financial queries including customers in financial difficulty to ensure appropriate support solutions are implemented. * Take end-to-end ownership of customer interactions, ensuring every query is managed through to effective resolution or appropriate escalation. * Build rapport and trust while maintaining control of conversations, ensuring positive and compliant customer outcomes. * Ask effective probing questions to understand a customer’s financial circumstances and identify appropriate support options. * Work flexibly within your designated product area, adapting fluidly between general customer service and financial support requirements, and responding to varying service needs and complex customer queries. Operational Excellence & Process Execution * Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures and applying appropriate judgement to specific customer circumstances. * Effectively use AI and digital tools to streamline customer interactions and deliver faster, more accurate service. * Identify blockers, process gaps, or recurring issues and communicate these to relevant teams, supporting continuous improvement initiatives. * Log all interactions accurately and ensure data integrity for audit and learning purposes. Continuous Improvement & Feedback * Provide clear, actionable feedback from frontline experiences to enhance our knowledge base, training resources, and AI systems. * Participate in process reviews and contribute suggestions to enhance the customer journey, automation, and operational efficiency. * Remain up to date with ongoing system, product, and process changes, readily adapting to evolving procedures. Learning & Development * Respond positively to coaching and feedback, using it to improve performance and customer outcomes. * Demonstrate initiative in learning new tools, products, and procedures as they are introduced. * Share knowledge and support colleagues, helping to create a culture of collaborative learning. Experience & Skills * Previous experience in a contact centre environment, with demonstrated experience in both customer service and financial support roles (or a combined equivalent), particularly within financial services. * Demonstrated ability to handle complex queries with empathy, accuracy, and ownership. * Confident in following structured processes and able to identify opportunities to improve them. * Strong communication, rapport-building, and conflict resolution skills. * Skilled in using digital tools and comfortable adopting new technologies, including AI-driven platforms. * Organised and able to manage multiple tasks in a fast-paced setting. * Proactive in offering feedback and participating in process and AI improvement initiatives. Behaviours & Approach * Customer-focused, with a passion for delivering consistent, positive outcomes. * Resilient, adaptable, and open to constant change and learning. * Collaborative, supportive team player committed to shared success. * High level of accountability and personal ownership for customer outcomes and process execution. * Constructive, solutions-focused approach with willingness to challenge the status quo. Perks & Benefits * More Time to Unwind Start with 25 days of holiday, plus extra days to reward your loyalty! Hit your 1-year milestone and get 26 days, or 27 days after 2+ years. * Own a Share of Our Growth We want you to have skin in the game. You’ll receive Company Equity, meaning as we scale, you directly share in our financial success. * Health & Wellbeing Peace of mind comes standard with comprehensive private medical and dental insurance from day one. * Smash Targets, Get Rewarded Earn up to a £4,000 annual performance bonus based on hitting key team metrics and KPIs. * Perks & Recognition via Reward Gateway Access hundreds of exclusive employee discounts, alongside our brand-new recognition programme tied to our core competencies. Plus, enjoy dedicated team budgets for ad hoc, monthly, quarterly, and annual awards! * Legendary Socials & Summer Events We love to celebrate our hard work! From team get-togethers to our epic annual Summer Day Event, featuring great food, a BBQ, and plenty of fun, there are always opportunities to connect and unwind with colleagues across the business. Our Interview Process We want to get to know you, and we want you to get to know us! Here is what you can expect: * Step 1: Cognitive Assessment A short, online assessment to help us understand your problem-solving style and cognitive strengths. * Step 2: Talent Screening Call A quick chat with a member of our Talent Acquisition team to talk through your experience, what you are looking for, and answers to any initial questions you have. * Step 3: Onsite Interview & Role Preview A 1-hour interview at our Chatham office. To give you a true feel for our environment, you will also have the optional chance to jump on a live call-listening session to experience the role firsthand! 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!
We’re Capital on Tap 👋 💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that. Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier. 1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started! The Role 🚀 We’re looking for an experienced Financial Crime Team Leader to lead our UK and US Analyst teams. In this key role, you will be the driving force behind our mission to protect our customers and stay one step ahead of financial crime. You won't just manage a team; you’ll empower our Analysts to deliver high-quality performance that reinforces customer trust. Key Responsibilities 👏 * Lead a high-performing team of Financial Crime Analysts who serve our customers across the UK & US. You’ll drive professional growth through tailored coaching, regular 1-to-1s, and a commitment to building an investigative mindset. * Conduct regular reviews of team decisions and documentation. You’ll ensure that every rationale is technically sound, robustly defended, and perfectly aligned with our risk appetite. * Expertly manage global workflows and resources, ensuring our teams meet internal SLAs without compromising on quality or detail. * Champion a culture of continuous improvement, empowering the team to proactively identify and implement process enhancements that keep us ahead of financial crime. * Act as the final authority on complex SME investigations. You’ll navigate the nuances of UK and US business structures, making decisive, risk-based calls on the most challenging cases. * Leverage technology to automate manual hurdles, managing risk more effectively while significantly enhancing the experience for our customers. We’re Looking For 🔍 * An experienced Financial Crime Team Leader specialising in the end-to-end Customer Lifecycle; specifically expert in CDD/EDD and the complexities of Beneficial Ownership (BO) for corporate entities, alongside robust Transaction Monitoring oversight. * An adaptable and pragmatic leader with a hands-on, solutions-driven approach to problem solving. * A proven track record of leading high-performing teams in fast-paced, dynamic environments. * An analytical thinker skilled in interpreting complex data and driving evidence-based decision-making. Diversity & Inclusion 🌈 We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work. Great Work Deserves Great Perks We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits: 🏥 Private Healthcare including dental and optician services through Vitality ✈️ Worldwide travel insurance through Vitality 🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical) 👛 Salary Sacrifice Pension Scheme up to 7% match 🚘 Lease a brand-new electric car through our Octopus EV salary sacrifice scheme 🏖️ 28 days holiday (plus bank holidays) 📖 Annual Learning and Wellbeing Budget 👪 Enhanced Parental Leave 🚲 Cycle to Work Scheme 🚂 Season Ticket Loan 💬 6 free therapy sessions per year 🐶 Dog Friendly Offices 🍫 Free drinks and snacks in our offices Check out more of our benefits, values, and mission here. Other Info 👍Check out our ‘Top Tips’ for interviewing. ✔️Keep updated on new job opportunities by following us on Linkedin. 📧Email careers@capitalontap.com if you have any questions. Excited to work here? Apply! If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)
🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal [https://monzo.com/current-account/personal] and business [https://monzo.com/business-banking] bank accounts, we offer joint accounts [https://monzo.com/current-account/joint-account], accounts for 16-17 year olds [https://monzo.com/current-account/16-17], a free kids account [https://monzo.com/current-account/under-16s] and credit cards [https://monzo.com/flex] in the UK, with more exciting things to come beyond. Our UK customers can also save [https://monzo.com/savings], invest [https://monzo.com/investments]and combine their pensions [https://monzo.com/pensions] with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ ---------------------------------------------------------------------------------------------------------------------------------- Remote in the UK 🇬🇧 | 💰£32,200 - £43,600 + Incentive Awards tied to your performance + Benefits ✨ [https://monzo.com/careers/] ⭐ OUR MERCHANT ACQUIRING FINANCIAL CRIME TEAM Are you interested in leading a team at the frontline of merchant acquiring financial crime prevention? Our Financial Crime Customer Operations team is the shield of Monzo — the frontline defence protecting Monzo and our customers from fraud, money laundering, and other financial crime. We're looking for an individual with a blend of experience in preventing financial crime in Business Banking — essentially in Merchant Acquiring — and tenured experience of team leadership to join our Financial Crime Operations team. 🔑 YOU'LL PLAY A KEY ROLE BY... * Managing the personal & professional development of approximately 12 Financial Crime Business Banking – Acquiring Investigators. * Fostering an empathetic, high-performance culture in the team. * Providing technical coaching, feedback, and advice relating to merchant acquiring financial crime tasks (KYB, merchant due diligence, card scheme compliance, and investigations). * Answering escalations and completing quality control across the full merchant lifecycle — onboarding, underwriting, ongoing monitoring, and offboarding. * Analysing and driving improvement in team performance, and reporting relevant insights. * Monitoring and maintaining service level adherence on the work completed by the team, reviewing work status and availability of your team members. * Providing meaningful feedback to your team and ensuring learnings are taken from it. * Communicating and embedding change within the team, driving a positive culture to help us progress as we grow. * Contributing to a strong control environment by minimising breaches and risk events, and helping strengthen controls across our acquiring portfolio. * Reviewing complaints attributed to the team and identifying opportunities for improvement. * Ensuring suspicious activity, money laundering, or fraud risks identified by the team are appropriately escalated and reported to the Financial Crime Risk Team and relevant authorities. * Conducting job interviews for financial crime investigators and contributing to hiring decisions. * Chairing employee relations cases and making decisions consistent with Monzo's values. * Being part of a high performing management team, supporting each other when required. 🤩 WE'D LOVE TO HEAR FROM YOU IF… * Subject Matter Expert/Knowledge of Merchant Acquiring/Payment merchant services or deep knowledge of card scheme rules and onboarding for card schemes * You have proven experience working in a KYC/B, AML, or compliance-related role within the payments industry or financial services sector * You have a strong proven background in managing a team within Financial Crime in Business Banking, with exposure to Merchant Acquiring / payment merchant services. * You have an understanding of current financial crime trends and acquiring typologies (e.g. structuring, shell merchants, abuse of merchant facilities). * You have experience providing technical coaching and feedback on FC Business Banking tasks. * You're a clear and inspiring communicator, with excellent written and verbal English. * You're empathetic and have a supportive approach to people leadership. * You're great at prioritising problems and assessing risk in an operations environment. * You are passionate about working in a fast paced environment and comfortable with change. * You can quickly become a key member of the leadership team and support the pillar. PREFERRED EXPERIENCE AND QUALIFICATIONS * You have experience conducting investigations in an operational setting, with subject matter expertise in FinCrime Business Banking but essentially in Merchant Acquiring. * Deep knowledge of Know Your Business (KYB) and Anti-Money Laundering (AML) principles, and a working understanding of the UK Suspicious Activity Reporting (SAR) regime (including consent requirements and POCA). * Recent experience with emerging financial crime trends and typologies. * Experience managing employee relations cases. * Experience taking individuals and teams from a position of underperformance to high performance. * Experience accurately interpreting and representing complex management information. * Holds, or is happy to work towards, the ICA International Advanced Certificate in Anti Money Laundering, or a similar industry qualification (e.g. ACAMS). * Fluency in MacOS, Slack, and GSuite tools. 🙌 WHAT'S IN IT FOR YOU * 💰£32,200 - £43,600 + Incentive Awards tied to your performance + Benefits ✨ [https://monzo.com/careers/] * 🎂 We guarantee to approve time off on your birthday if it falls on a day you're scheduled to work and it's outside of your training period. * 📍 This role is remote based in the UK. * 📚 £1,000 learning budget each year to use on books, training courses and conferences. * 🏡 We'll set you up to work from home; all employees are given Macbooks and for fully remote workers we provide extra support for your work-from-home setup. 🌈 THE APPLICATION JOURNEY HAS 3 KEY STEPS * Application questions * Recruiter call * Leadership/Technical Interview We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. [https://monzo.com/blog/the-ultimate-guide-on-using-ai-to-ace-an-interview-at-monzo] We’ll close this role once we have enough applications for the next stage, so please submit your application as soon as possible to make sure you don’t miss out. #LI-REMOTE #LI-NEM ---------------------------------------------------------------------------------------------------------------------------------- Equal opportunities for everyone Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog [https://monzo.com/blog/diversity-and-inclusion], 2026 Diversity and Inclusion Report [https://monzo.com/blog/our-2026-diversity-and-inclusion-report] and 2025 Gender Pay Gap Report. [https://monzo.com/blog/gender-pay-gap-report-2025] We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊