Digital Lending - Customer Success Specialist

Ecom Datafin Limited; Hong Kong; On-site; HKD 360,000 - 540,000; Full time

Job summary

Ecom Datafin Limited is a Hong Kong fintech and AI-powered lending platform providing data-driven trade finance solutions. This role handles day-to-day loan operations and customer servicing post-approval, including signing, drawdown, interest and record-keeping, while helping transition to an AI-powered platform.

The role requires attention to detail, comfort with numbers, and clear written communication for customers.

Qualifications

• Bachelor’s degree in Finance, Business Administration, Accounting or related field.
• 2–3 years of experience in loan operations or fintech customer success.
• Fluent in English, Cantonese and Mandarin; clear written English and Chinese for customer emails.

Responsibilities

• Draft loan agreements based on related facility, borrower and guarantor information.
• Coordinate company and personal information among eCOM, partners and borrowers; KYB/KYC checks.
• Prepare drawdown notices and supporting schedules; verify against credit limits and terms.
• Input interest, fees and repayments into legacy systems; track schedules and due dates.
• Draft and send customer emails regarding drawdowns, repayments and inquiries; act as daily contact for borrowers.
• Prepare monthly borrower statements and reconcile with loan records; support regular reporting to management.
• Support ad-hoc tasks and projects as needed.

Skills

English proficiency

Cantonese

Mandarin

Education

Bachelor’s degree in Finance, Business Administration, Accounting

Tools

MS Excel

MS Word

MS Outlook

Job description

Digital Lending - Customer Success Specialist

eCOM DataFin is a fast-growing Hong Kong fintech and AI-powered lending platform that provides data-driven trade finance solutions to businesses of all sizes. Our team combines industry experts, technologists and creative thinkers who want to make trade finance faster, more transparent and easier to access.

About the Role

This role takes over the day-to-day loan operations and customer servicing work currently handled by the Director, Digital Lending. You will run the hands-on steps of each loan after approval: signing, drawdown, interest and loan record entry, customer emails and statements.

We are building out eCOM DataFin's AI-powered lending platform to automate much of this work. During the contract you will keep daily operations running accurately while the platform goes live and help us test and hand tasks over to it.

The role suits someone detail-oriented and comfortable with numbers, who writes clearly to customers and enjoys working with new technology.

Key Responsibilities

Loan signing and documentation

Draft loan agreements based on the related facility, borrower, and guarantor information.

Coordinate company and personal information among eCOM, strategic partners, and borrowers.

Cross-check company and personal information against related KYB and KYC processes.

Arrange signing sessions with borrowers and guarantors and record the signing process on video in line with company procedure.

Check that agreements are complete, correctly signed and dated before filing.

Keep signed documents, recordings and supporting papers organised in the loan file for audit and compliance review.

Drawdown processing

Prepare drawdown notices and supporting schedules from approved facility terms, purchase orders and invoices.

Check drawdown requests against the credit limit, available balance and advance rate before submitting for approval.

Coordinate with Finance on disbursement and confirm payment to the customer.

Loan records and interest

Input drawdown amounts, interest, fees and repayments into the legacy systems and track accurately.

Calculate, cross-check interest and repayment schedules.

Track due dates and follow up with customers ahead of repayment.

Customer communication

Draft and send emails to customers on drawdowns, repayments, outstanding documents and account queries.

Act as the day-to-day contact for existing borrowers and respond within agreed turnaround times.

Statements and reporting

Prepare monthly borrower statements showing drawdowns, interest, repayments and outstanding balance.

Reconcile statements against loan records.

Update portfolio and support regular reporting to management.

Ad-hoc support

Support other operational tasks and ad-hoc projects as needed.

Requirements

Bachelor’s degree in Finance, Business Administration, Accounting or a related field.

2 to 3 years of experience in loan operations, commercial banking operations, trade finance, credit administration or fintech customer success.

Fluent in English, Cantonese and Mandarin, with clear written English and Chinese for customer emails.

Strong attention to detail and accuracy with figures, including interest calculations and reconciliations.

Proficient in MS Excel, including formulas and lookups, and in MS Word and Outlook.

Organised, able to manage several customers and deadlines at once, and reliable with confidential information.

Available to start at short notice.

Preferred Experience

Experience with a licensed money lender or SME lending in Hong Kong.

Exposure to trade finance documents such as purchase orders, invoices and shipping documents.

Basic knowledge of KYC/KYB and AML requirements.