Updated: 12 August 2020
At Funding Circle we are committed to providing you with the best possible lending experience. We have some exciting improvements planned for 2017, including the opportunity for you to earn tax-free returns with the launch of the Funding Circle ISA, subject to us receiving full authorisation from the Financial Conduct Authority (FCA).
If you ever have a question about Funding Circle or are looking for help with your account, our Investor Support team are on hand to help. We recently sat down with the team to share with you a bit more about who they are and what they get up to each day.
We have nine members in our Investor Support team. Clare manages the team and has been with Funding Circle since 2012, while Sophie joined in 2015 and is the team supervisor. Fran, Georgia, Georgie, Daisy, Hannah, Lottie and Rachel make up the rest of the team.
Hi everyone, can you tell us about your role and what you do to help investors?
Clare: “We are the point of contact for new and existing investors, and act as their voice within the business. Day-to-day we speak to investors over the phone and via email ‒ dealing with a wide range of queries from account access issues, through to detailed analysis of an investor’s account performance.”
What’s your favourite part of working at Funding Circle?
Sophie: “Having the opportunity to improve investors’ experience by using their feedback to make product improvements.”
Daisy: “I love the culture here!”
Hannah: “Working for an exciting, innovative company with big ambitions for the future. There is a real desire to challenge ourselves to constantly improve and do more.”
Lottie: “Working at a company that is reshaping a notoriously traditional industry.”
What is it about the role that you enjoy?
Georgie: “Being able to speak to someone new everyday.”
Georgia: “Helping investors to understand how Funding Circle works, and reassure them when they have concerns. It is a great feeling knowing you have made a positive impact on somebody’s day, and I enjoy speaking with a wide range of different people.”
Hannah: “The role is incredibly varied and unpredictable as we have to react to the issues and queries investors may have.”
Rachel: “Getting to know what investors want and how we can better improve the platform.”
Sophie: “Never having the same day twice, you never know what’s around the corner. Also the vast variety of personalities we get to speak and write to!”
Have there been any particular customer experiences that have stood-out for you?
Georgia: “Receiving a handwritten letter from an investor, thanking us for our help guiding him through a process he found particularly difficult. It was a lovely surprise that they had taken the time to get in touch with us to say thank you”
Lottie: “Meeting an investor and a borrower together, on one of our case studies.”
(You can see all our case studies on our blog.)
Sophie: “Building rapport with investors who get in touch with us regularly, and hearing about how they enjoy lending through Funding Circle.”
What would you say is the toughest part of the job?
Georgie: “Telling someone you can’t do something for them straight away, for example when it might take a few days to get an answer. I find that tough.”
Georgia: “Managing investors’ expectations, for example if we experience a technical issue or there’s something they would like improving.”
Sophie: “It’s hard to tell an investor something you know they might not like to hear.”
Rachel: “I agree. For example, we get a lot of questions from investors asking when we’ll be launching the Funding Circle ISA. We’re excited for it too, but until we’ve received full authorisation from the FCA we can’t provide a timeframe. Hopefully we’ll be able to answer it soon!”
What do you enjoy outside of Funding Circle?
Georgia: “I like running and baking, which is probably a good combination so I can run off all the cake!”
Daisy: “I like to visit museums.”
Hannah: “In my spare time I enjoy playing sport, mainly football or hockey, spending time with my friends and family, and travelling as often as I can.”
Georgie: “Playing tennis, lacrosse and rugby. Spending time with my family and friends and my dogs.”
Lottie: “My extra curricular hobbies are exploring London, watching classic films, and learning about new technology.”
Rachel: “I’m a real foodie! I’m also partial to the occasional board game.”
If you ever need assistance, you can reach us at firstname.lastname@example.org. Alternatively you can give us a call on 0207 401 9111, Monday – Friday 9am-6pm.
The Funding Circle team