Financial Crime Team Leader

Lendable

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!

Capital on Tap

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.)

Capital on Tap

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!  📍 Manchester | 🏢 3 days per week in the office Financial Crime/Customer Operations 🚀 Our Financial Crime team is growing quickly along with the company. They work on the front line to protect the company against financial crime such as money laundering and terrorist financing. From screening, onboarding, transaction monitoring through to CDD and EDD, they make decisions that really matter on a daily basis.  What You’ll Be Doing 🗃️ * Conduct CDD and EDD on SME customers in both the UK and US, with a focus on Know Your Business (KYB) requirements during onboarding and throughout the customer lifecycle. * Independently scrutinise and assess beneficial and complex ownership structures, including layered entities, trusts, offshore elements, and funds, ensuring decisions align with Capital on Tap's risk appetite. * Investigate high-risk or suspicious activity by analysing corporate structures, customer profiles, and behaviour to identify and mitigate red flags and indicators of financial crime. * Engage directly with customers, when needed, to clarify business activities, ownership, or source of funds/wealth. * Make sound, risk-based decisions based on available information and documented rationale. * Handle Transaction Monitoring alerts and escalations in line with established procedures, ensuring both quality and timeliness are met. * Prepare Suspicious Activity Reports (SARs) for internal approval and external submission to relevant authorities (NCA, FINCEN). * Act as a subject matter expert for financial crime escalations, providing support across the wider FinCrime team and business. * Support continuous improvement by sharing insights on emerging financial crime typologies and contributing to enhancements in monitoring, onboarding, and ongoing review processes. Our Values & Culture 🌞 * Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly. * Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage. * Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard. * Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done. * Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback. We’re Looking For 🔎 * Demonstrable experience in financial crime, specifically with CDD and EDD responsibilities for SME corporate customers in the UK and US. * Strong understanding of KYB regulatory requirements and expectations across both UK and US jurisdictions. * Experience of reviewing, assessing, and articulating risk of high risk customer bases, operating within higher risk industries and sectors.  * Demonstrated ability to independently review and analyse complex ownership structures, including trusts, funds, offshore vehicles, and multi-layered entities, and make risk-based decisions in line with company risk appetite. * Strong analytical, investigative, and report-writing skills with clear documentation of findings. * Exceptional attention to detail and the ability to work efficiently in a high-volume, fast-paced environment. * Confident communicator, capable of explaining complex decisions to both internal stakeholders and external customers. * Comfortable proactively raising questions and identifying areas for improvement. Interview Process 🤝 * Stage 1: 30 minutes with a Talent Partner * Stage 2: take home task * Stage 3: 60 minutes with a Team Leader and/or Senior Manager 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 opticians 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 🚘 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.)