Front Office Specialist

Lulalend; Cape Town; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Lulalend is seeking a motivated Omni-Channel Customer Experience Specialist to deliver a cohesive service across voice, email and chat. You will resolve issues, guide customers through lending and onboarding, and contribute to a smooth end-to-end experience in a fintech environment.

You will build SME knowledge of Lula's lending processes, strive to meet SLAs, and collaborate with teams to improve service quality while staying compliant with regulations.

Qualifications

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

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.

Skills

4+ years experience in customer‑f…

Omni-channel experience

Excellent communication

Troubleshooting and multitasking

Fintech/startup experience

Regulatory/compliance knowledge

SME knowledge of lending

Education

Matric

Finance diploma

Tools

Zendesk Support CRM

Job description

We are seeking a highly motivated individual with a strong passion for customer service and proven experience as an Omni-Channel Customer Experience Specialist. The ideal candidate will be dedicated to delivering a cohesive and seamless customer experience across all interaction channels. This includes consistently providing high-quality service, efficiently resolving issues, fostering customer loyalty, optimising operational processes, adapting to customer needs, and actively contributing to overall business growth. The successful candidate will provide exceptional customer service in a professional, warm, and clear manner, enhancing the end-to-end customer experience.

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
• Experience with Zendesk Support CRM system an advantage

KEY COMPENTENCIES WE'RE LOOKING FOR

• Customer-Centricity: Demonstrates a strong commitment to understanding customer needs and delivering consistent, high-quality experiences across all touchpoints.
• Omni-Channel Expertise: Effectively manages customer interactions across multiple channels to ensure a seamless and consistent customer journey.
• Problem-Solving: Investigates and resolves customer issues efficiently, identifying root causes and opportunities to prevent recurring problems.
• Communication & Relationship Management: Communicates clearly and professionally, building positive customer relationships and trust.
• Continuous Improvement: Identifies customer pain points and recommends process improvements to reduce customer effort and enhance service delivery.
• Data & Insight-Driven Thinking: Uses customer feedback and operational data to identify trends, inform decisions, and improve customer outcomes.
• Accountability & Ownership: Takes ownership of customer queries and outcomes, ensuring timely resolution and effective follow-through.
• Commercial Awareness: Understands the impact of customer experience on customer satisfaction, retention, loyalty, operational efficiency, and overall business performance.