Customer Success Executive

Our client is a leading financial technology consultancy firm, with a focus on distressed assets across the Asia-Pacific region. Specializing in innovative technology solutions, the company offers a range of financial services designed to address the unique needs of both consumers and businesses. Their services, which include loan consolidation and refinancing programs, aim to help clients manage debt more effectively and safeguard their financial futures. Initially focusing on both Sharia-compliant and non-Sharia loan structures, the company seeks to create growth and recovery opportunities within the distressed asset market. With a client-centric approach, they provide tailored solutions for each clients financial needs.

Key Responsibilities:

1. Client Engagement and Support:

o Conduct client calls to explain the company's consolidation and refinance program in detail.

o Address client queries and concerns promptly, ensuring clarity and satisfaction.

o Provide personalized solutions to meet individual client needs.

o Monitor client progress and ensure timely follow-ups to enhance engagement and conversion.

2. Documentation and CRM Management:

o Collect, review, and manage client documentation for onboarding and compliance purposes.

o Assist clients in filling out forms and ensuring accuracy to avoid processing delays.

o Maintain accurate and up-to-date client records using CRM tools.

3. Financial Guidance and Analysis:

o Utilize knowledge of unsecured lending to assist clients in understanding financial terms like outstanding amount, installment amount, interest rates, repayment tenures etc..

o Use Microsoft Excel to analyze client data and generate reports for effective

decision-making.

o Provide financial insights and recommendations tailored to client scenarios.

4. Relationship Building and Collaboration:

o Build strong, long-term relationships with clients by maintaining regular communication.

o Act as a point of contact for clients facing challenges, ensuring issues are resolved efficiently and empathetically.

o Collaborate with sales, operations, and product teams to ensure a seamless client experience.

5. Process Compliance and KPIs:

o Ensure adherence to company policies and regulatory requirements during client interactions and document processing.

o Maintain a high level of accuracy and attention to detail in all tasks.

o Achieve and exceed KPIs related to client satisfaction, retention, and overall performance.

Requirements:

o Strong communication and interpersonal skills.

o Familiarity with unsecured lending concepts and financial terminology.

o Proficiency in MS Excel and experience with CRM tools.

o Problem-solving attitude with the ability to handle multiple client queries

efficiently.