Operations Fraud & Claims Specialist

Current Employees of LendingClub: Please apply via your internal Workday Account

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 Role

Reporting to the Supervisor, Fraud & Claims Operations, the Operations Fraud & Claims Specialist will provide fraud & claim support through multiple service channels such as phone & email to assist our members with highly escalated situations. You will respond to member issues related to fraud investigations, disputes, and balance transfer issues they may experience. The Operations Fraud & Claims Specialist will work closely with multiple stakeholders throughout Fraud Operations to help detect and mitigate potential fraud contacts and issues that can arise. You will have the opportunity to assist our members by resolving issues with first call resolution and resolve complex problems quickly by speaking with our members, victims, and potential bad actors while also reviewing back office work and functions as determined. This position requires the ability to make impactful decisions in a fast-paced environment and team members are empowered to apply professional judgement.

What You'll Do

• Responsible for handling routine member service inquires and problems via telephone and email channels related to Fraud & Claims by effective communication and solving problems
• Navigating complex systems and capturing sufficient information to resolve the members issue during the interaction
• Be able to identify red flags and escalate situations to the appropriate parties within the company when required to resolve the members issue
• Assist multiple members a day by energetically engaging in a fast-paced call environment while also working on case work in-between those live interactions
• Assist members by capturing the necessary information required to resolve the concerns on the first call, if unable to do so work with the necessary business units to come to a resolution timely and set SLA expectations with the customer to avoid additional call backs
• You will be responsible for taking ownership of the members inquiry’s by reviewing documentation, unlocking accounts, approving applications, and discussing outcomes related to dispute investigations to provide guidance to the member on the first interaction on the phone
• Identifying and documenting the dispute intake process with third party service providers related to the Balance Transfer product, as well as other internal products such as DebitIQ/Cleansweep
• Assist the Supervisor, Fraud & Claims Operations by informing them of any trends you identify or any high-risk activity you identify during your work shifts. Communicates significant issues to management and makes recommendations when weaknesses are identified
• Capture customer complaints accurately and track those complaints as identified by the company
• Perform back-office functions as needed related to research and resolution of fraudulent activity and applicable reporting
• Assist the Onboarding team during application reviews for our bank consumer products as needed
• Perform miscellaneous assignments as required to aid Bank team members

About You

• Minimum 0-1 years prior banking, call center, or customer service experience preferred, additional preference will be given to those who have worked in fraud or investigative functions

• GED or higher; or equivalent work experience

• Proficiency in word, excel, and other Microsoft products is required

• Highly organized and detail oriented; able to effectively multi-task

• Strong computer skills: ability to multi-task & toggle into multiple systems while working with large and confidential data sets

• Strong written and verbal communication skills

• Willingness to work beyond normal business hours as necessary

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].