Customer Experience (CX) Specialist at Lulalend

OVERALL PURPOSE

• We are looking for a highly motivated individual that will work closely with various team functions to develop a comprehensive approach to acquiring customers.
• Your work will encourage small business owners to apply for a transaction business account amongst a variety of other Lulalend products that will not only suit their business needs, but also ensure they have an exceptional product experience stemming from an operational and customer perspective.
• You will be a driving force in helping our customers realise that Lulalend is the only choice when it comes to funding and banking.

RESPONSIBILITIES WILL INCLUDE:

• Providing professional, warm and clear customer service and an outstanding customer experience to assist and educate our customers
• Managing your attendance, time keeping and personal effectiveness to maintain required SLAs and KPIs
• Developing a deep knowledge of our process and product and becoming a subject matter expert over the course of time
• Ensuring weekly tasks and metrics are achieved
• Collaborating with the team and peers to drive the ultimate success of customer service delivery in an omni channel environment
• Working with other teams and customers i.e. inter-functional assistance and feedback
• Delivering a service that drives positive conversion while ensuring quality is of a high standard
• Giving feedback that leads to the implementation of ideas to improve internal process and relationships within the Customer Experience Team
• Analyzing applications in the first phase of the assessment and provide recommendations to the customer in order to proceed to the next stage of the application
• Discussing the outcome of applications with customers, where an approval has been given
• Understand reasons for and comply with said rules and regulations set out by Lulalend ensuring credit is granted to a customer with the highest level of integrity

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Matric with Mathematics or equivalent (essential)
• Degree / Diploma in finance (would be advantageous)
• 3+ years’ experience working in a customer support role within financial services, with focus on underwriting (would be preferred)
• Advanced troubleshooting and multi-tasking skill capabilities
• Experience in delivering great customer service that drives quality and resolution
• Experience in an omni-channel customer service environment
• Excellent interpersonal and communication skills, both verbal and written
• Banking experience would be beneficial
• Fintech experience within a startup environment, would be a nice to have

THE COMPETENCIES WE’RE AFTER

• Strong attention to detail
• Ability to listen well and show empathy
• Proven ability to operate independently
• Self-assurance and a confident manner
• Proven ability to remain calm under immense pressure
• Have the ability to debate in a constructive manner and to challenge conventional wisdom
• Process control and process thinking – understanding the impact of how changes affect customers and stakeholders in all parts of the value chain
• Ability and willingness to deal directly with specific tasks and enquiries where required
• Financial insight; understand the elements of a financial business and product