Question

Urgent!!

Lending Club has a variety of issues and opportunities. For starters, peer-to-peer investment returns stack up well against corporate bond yields. Although the lending company has had it’s fall backs, investors can still receive value from these services. With regards to Lending Club’s problematic areas, there are a variety of presenting problems. To begin, Lending Club must be highly detailed when it comes to the services it provides to clients. Being overlooked by the SEC more than ever, it is important for Lending Club representatives to relay the proper information to clients. With this precision, however, comes intensive and thorough trainings. One of the complaints clarified by sources stated that trainings were normally difficult to comprehend, therefore they were hard to relay to customers and other staff. Additionally, not only is informational control and comprehension lacking, but a prime example relates to Customer and Member Support Departments. Employee’s located in this department demonstrate that motivational levels are low and that turnover is high. It was relayed to us, that with intensive policies and lengthy regulatory protocols, specialists were displeased with their job; normally leading to a resignation. To make matters worse, incentives are not provided to Customer and Member Support Departments. Yet instead given to upper management and other departments. Additionally, Lending Club is in the process of trying to outsource customer support services. This potentially dampens Customer Support Specialist job security, motivation and job satisfaction. This leads to fewer in house staff having to deal with high call volumes. Out primary contact stated that there was rarely enough time to take customer related notes and provide lengthy informational support. It is evident that Lending Club has various presenting opportunities and issues that we hope to investigate.

Although there are many presenting problems our primary contact has asked that we investigate the various issues relating to training and development and how this impacts Customer and Member Support Specialists. He would like us to diagnose potential locations in the training that could clarify a more streamline process for current and new staff within that department.

the issue is Lack of Training for Specialists, the fact that employees are upsetting clients because of various errors.

please elaborate more to presenting issue or opportunity below

Presenting Issue or Opportunity

describes in detail the issue/opportunity your client wants you to diagnose. Describes the symptoms of the issue or opportunity and indicate how this is known.

Primary Client: James Heins: stated we should diagnose potential locations in the training that could clarify a more streamline process for current and new staff within that department.

Contact Client: Rene Gonzalez: stated that motivational levels in the department were low and that turnover is high - intensive policies and lengthy regulatory protocols, specialists were displeased with their job; normally leading to a resignation - incentives are not provided to Customer and Member Support Departments - Lending Club is in the process of trying to outsource customer support services. This potentially dampens Customer Support Specialist job security, motivation and job satisfaction.

Answer 1

Issue

The Customer & Member Support Department of the lending club is suffering from low motivational levels. The symptoms of this low motivation are –

• High turnover rate among employees.
• Increasing Resignations.

The reasons for this issue as per extract can be –

• Incentives not provided to the employees of Customer & Member Support Department.
• Fear for job security as there is a possibility of outsourcing these activities.
• Weak leadership.
• Diminishing job satisfaction quotient.

Opportunity

Exploring the training needs and location so as to streamline the process. The need is obvious due to the following –

• Customer dissatisfaction due to inability of the staff to relay proper information to them.
• Staff itself has given indication that the information required to be relayed to the client is not fully understood by themselves.
• Inability to handle higher volumes.

The opportunity for business in exploring the training needs and location is that once an optimum training can be put in place, the process quality of the Customer & Member Support Department can be enhanced and this can lead to better customer service and increase in customer base.