LendingClub Corporation (NYSE: LC) is the parent company of LendingClub Bank, National Association, Member FDIC. We are the leading digital marketplace bank in the U.S., having helped our nearly 5 million members secure over $90 billion in loans to refinance high-cost debt and achieve their financial goals. Members today have mobile-first access to a growing range of products and services designed to work seamlessly together to deliver value in new ways. Everyone deserves a better financial future, and our team is committed to making that a reality. Join the Club!
About the RoleLendingClub is looking to hire a Customer Experience Manager to be a part of the Customer Experience & Member Advocacy team. Reporting into the Senior Customer Experience Manager, this person will have a passion and commitment to service excellence and outstanding customer focus, with a lean towards data driven analysis. Our fast-paced, dynamic team environment includes product, technology, customer service, operations, legal and compliance partners across a fully digital acquisition and servicing customer engagement across the enterprise. Our team leverages quantitative analysis and qualitative observations to reduce noise in the end-to-end journey of our customers, often managing small projects and ensuring we have the right prioritization with our partner teams.What You'll DoWorking directly with the Customer Service team to regularly review customer feedback, perform qualitative listening sessions, and dig into customer complaints, identifying opportunities for improvement in the customer experience
Working closely with LendingClub's Legal and Compliance teams to ensure routines are within regulation and procedures are maintained to protect our company and our customers when issues arise
Using data to identify improvement opportunities and proactively drive end-to-end customer experience improvements across human and digital touch points
Other strategic projects as required by the business
3-5 years of experience in financial services
Experience in customer solutions, customer complaints or support, preferably consumer-facing
Bachelor’s degree or higher in a related field; or equivalent work experience
Experience defining and implementing metrics and/or adjusting current metrics based on business demands/needs
A professional, helpful, and friendly attitude coupled with the ability to listen, teach, and elicit information efficiently - we work in a team-oriented environment
A strong problem solver with an interest in identifying and resolving customer issues
Ability to work independently and efficiently.
Excellent writing, email, phone and organization skills (you need to have extremely strong grammatical skills)
Strong computer skills and a willingness to be actively engaged using virtual/video tools
Progressive leadership skills demonstrated through career.
Willingness to make a difference, challenge the status quo respectfully, and be creative
5-day work week with possible early morning/evening hours due to a cross-country workforce
Work Location
Lehi
We are currently working a hybrid schedule and our teams are in-office Tuesdays, Wednesdays, and Thursdays.
Time Zone Requirements
Primarily MT
#LI-Hybrid
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LendingClub is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at [email protected].
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What We Do
LendingClub Corporation (NYSE: LC) is the parent company of LendingClub Bank, National Association, Member FDIC. It is the only digital marketplace bank, and the first public U.S. neobank. Members can gain access to a broad range of financial products and services through a technology-driven platform, designed to help them pay less when borrowing and earn more when saving. Since 2007, more than 3 million members have joined the Club to help reach their financial goals.
