Front Office Specialist (6 Month Contract) at Lulalend

• We are seeking a highly motivated individual with a strong passion for customer service and proven experience as an omni-channel customer experience specialist for a 6-month contract.
• The ideal candidate will be dedicated to ensuring a cohesive and seamless customer experience across all interaction channels. This includes consistently delivering high-quality service, efficiently resolving issues, fostering customer loyalty, optimising operational processes, adapting to customer preferences, and actively contributing to overall business growth.
• Providing exceptional customer service with a professional, warm, and clear approach to enhance the entire customer experience for our customers.

KEY RESPONSIBILITIES

• Manage time, attendance, and personal output to consistently meet SLAs and KPIs.
• Build deep expertise in Lula’s lending and support processes to become a subject matter expert (SME).
• Achieve weekly performance targets related to customer engagement, lending applications, and service quality.
• Deliver high-quality, customer-centric service across multiple channels (voice, email, chat, etc.), with a focus on financial services.
• Support customers through the full lending and onboarding journey, ensuring clarity, trust, and resolution.
• Provide insights and feedback to improve service delivery, internal workflows, and customer outcomes.
• Ensure compliance with all regulatory requirements and internal risk controls in a financial services environment.
• Keep customers informed on the status of their lending queries, applications, and next steps.

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR:

• Matric required; finance diploma is a plus
• 4+ years’ experience in customer support, ideally in banking or financial services
• Experience with SME customers is advantageous
• Strong troubleshooting and multitasking skills
• Proven track record of delivering high-quality customer service
• Omni-channel support experience (email, chat, phone, etc.)
• Excellent verbal and written communication
• Fintech and/or startup experience is a bonus
• Detail-oriented with strong critical thinking and problem-solving skills
• Resilient and able to thrive in a fast-paced environment

KEY COMPENTENCIES WE’RE LOOKING FOR:

• Exceptional attention to detail
• Strong sense of accountability and reliability
• Empathetic, active listener
• Confident and composed under pressure
• Independent, self-driven, and assured
• Constructive thinker with the ability to challenge the status quo
• Strong process mindset with an understanding of value chain impact
• Hands-on approach to resolving queries and tasks
• Solid financial acumen and product understanding
• Committed to sustaining high levels of customer satisfaction
• Problem-solving and critical-thinking skills