Senior Supervisor, Customer Advocacy - Enterprise Risk

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About Us

Lending Club (NYSE: LC) opened in 2007 with one simple mission: create a more efficient, transparent and customer-friendly alternative to the traditional banking system that offers creditworthy borrowers lower interest rates and investors better returns. Today, we’re the world’s largest online credit marketplace, and we’re radically changing the way lending operates. We’re proud of the recognition we’ve received, including being named a World Economic Forum Technology Pioneer, a CNBC Disruptor 50, and one of The World’s 10 Most Innovative Companies in Finance by Fast Company. We’re conveniently located in downtown San Francisco, California.

Senior Supervisor, Customer Advocacy- Enterprise Risk

Customer Advocates at Lending Club focus on what is best for the customer and specialize in resolving complex retail borrower issues from outside regulatory agencies, Operations, third party vendors, and debt buyers. The Lending Club Sr. Supervisor, Customer Advocacy manages a team trained to use systems from all of Operations, understands the end-to-end loan process, and works closely with Legal and Compliance to identify key sources of Operational Risk and improve mitigations for that risk. The Sr. Supervisor works closely with managers across Operations, Compliance, and Product to coach and train Lending Club employees to drive improvements to the borrower experience, implement compliant processes and procedures, and provide input into the Compliance/Product Roadmap. The Sr. Supervisor also speaks to executives across recurring sources of borrower friction and frustration.

Position Scope and Responsibilities:

●Manages a team of 7-10 Customer Advocates

●Ensures all Lending Club complaints are responded to within the deadlines set by outside regulatory agencies or Lending Club’s internal SLAs

●Ensures timely completion of tasks that are monitored for compliance by auditors

●Manages the Lending Club SCRA program

●Manages internally and externally received credit disputes and reports to the Risk organization on dispute trends

●Builds monthly and quarterly reporting on complaints for Lending Club, key partners, and investors

  • Works across departments to reduce sources of borrower friction and frustration and improve operating procedures
  • Works with Product and Compliance to communicate key drivers of borrower frustration and ensure Operations groups have the tools they need to solve borrower issues
  • Track and manage data that will lead to implementing enhanced procedures and policies
  • Troubleshoot, triage and report on Operations and borrower technical support issues and work with Lending Club’s Product team to fix these issues

Requirements:

●5-7 years experience in a management or supervisory position

●Experience managing teams using data and analytics

●Strong knowledge of Excel, JIRA, Zendesk, SQL preferred

●Excellent conflict resolution skills when working with groups over which the candidate has no direct managerial control

●Exceptional communication skills, both written and verbal

●Ability to solve complex problems

●Capacity to work independently and manage multiple

●Solid foundation in multiple Operations and Risk functions

●Ability to play well with others in a collaborative team environment


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