FinTech Lending & Omni-Channel Experience Specialist

Quona Capital; Cape Town; Presencial; ZAR 300.000 - 420.000; Jornada completa

Descripción de la vacante

Quona Capital is seeking an Omni-Channel Customer Experience Specialist to deliver cohesive support across voice, email, and chat within the financial services space. You will resolve complex lending queries, guide customers through onboarding, and contribute to improvements in processes and customer outcomes.

The role emphasizes high-quality communication, regulatory awareness, and a proactive approach to problem-solving in a fast-paced fintech environment.

Formación

• 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
• Experience with Zendesk Support CRM system an advantage

Responsabilidades

• 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.

Conocimientos

Omni-channel support

Customer service

Troubleshooting

Multitasking

Verbal communication

Written communication

Zendesk

Financial services

SME experience

Fintech familiarity

Detail-oriented

Educación

Matric

Finance diploma

Herramientas

Zendesk CRM

Descripción del empleo

Quona Capital is seeking an Omni-Channel Customer Experience Specialist to deliver cohesive support across voice, email, and chat within the financial services space. You will resolve complex lending queries, guide customers through onboarding, and contribute to improvements in processes and customer outcomes.

The role emphasizes high-quality communication, regulatory awareness, and a proactive approach to problem-solving in a fast-paced fintech environment.