Front Office Specialist
Core
Deliver high-quality, customer-centric service across multiple channels (voice, email, chat) to support customers through the full lending and onboarding journey in financial services.
Role type
Senior IC Omni-Channel Customer Experience Specialist (Financial Services)
Builds
Lending applications and customer onboarding experiences
Domain
Financial Services / Fintech
Deliverable
client delivery
Required skills
Omni-channel support, troubleshooting, multitasking, regulatory compliance, critical thinking, problem-solving, Zendesk CRM
Preferred skills
SME customer experience, finance diploma, fintech/startup experience
Responsibilities
Manage time, attendance, and personal output to meet SLAs and KPIs; Build deep expertise in lending and support processes to become a subject matter expert; Achieve weekly performance targets related to customer engagement and service quality; Provide insights and feedback to improve service delivery and internal workflows; Ensure compliance with regulatory requirements and internal risk controls; Keep customers informed on the status of their lending queries and applications.
