Customer Success Associate (FinTech/Lending) at Black Pen Recruitment

Black Pen Recruitment – Our client, an AI-Driven lending platform is looking to hire a talented individual to join their team. The team consists of innovators and builders with domain expertise in the lending space. They share a determination to continue leveraging data driven approaches to problem solving by building products that the market needs and API integrations that drive value across the board.

They are recruiting to fill the position below:

Job Title: Customer Success Associate (FinTech/Lending)

Location: Lagos
Job Type: Remote | Full-time
Industry: Financial Services

Responsibilities

Educating customers on our client’s platforms, product, and service offerings
Interact with customers to offer recurring and new products upon completion of their prior loan agreement
Interact daily with customers, by phone or email, ensuring the customer’s inquiry is responded to and resolved within SLA and target goals
Communicate courteously and effectively, demonstrating soft skills to empathize with customers’ concerns or problems
Manage customer feedback, queries, complaints, risks, and issues promptly until resolution, while documenting and sharing back to management
Investigating customer issues and working with other departments as needed to resolve issues promptly.
Write customer help guides and documentation

Requirements

Minimum of 3 years relevant experience as a Relationship manager, Customer Service or Support in a bank or financial service company.
Flexible and adaptable or working in a high-growth and fast-paced organization.
Excellent written and verbal communication skills are required
Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization
Motivated, organized, and must pay attention to details
Creative and innovative problem solver
Comfortable working in a fast-paced environment
Knowledge and experience of working in the financial services industry
Experience using a CRM and customer service tools
Computer literacy with the ability to learn new tools and applications quickly
Positive, enthusiastic, and a self-starter who embraces responsibility and can manage their own time
Target driven to ensure customers receive fast resolution while maintaining high-quality service delivery.