Customer Success Associate (FinTech/Lending) at an AI-Driven Lending Platform – Black Pen

Job Description


  • Educating customers on our client’s platforms, product, and service offerings
  • Interact with customers to offer recurring and new products upon completion of their prior loan agreement
  • Interact daily with customers, by phone or email, ensuring the customer’s inquiry is responded to and resolved within SLA and target goals
  • Communicate courteously and effectively, demonstrating soft skills to empathize with customers’ concerns or problems
  • Manage customer feedback, queries, complaints, risks, and issues promptly until resolution, while documenting and sharing back to management
  • Investigating customer issues and working with other departments as needed to resolve issues promptly.
  • Write customer help guides and documentation


  • Minimum of 3 years relevant experience as a Relationship manager, Customer Service or Support in a bank or financial service company.
  • Flexible and adaptable or working in a high-growth and fast-paced organization. 
  • Excellent written and verbal communication skills are required 
  • Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization
  • Motivated, organized, and must pay attention to details
  • Creative and innovative problem solver 
  • Comfortable working in a fast-paced environment
  • Knowledge and experience of working in the financial services industry
  • Experience using a CRM and customer service tools
  • Computer literacy with the ability to learn new tools and applications quickly
  • Positive, enthusiastic, and a self-starter who embraces responsibility and can manage their own time
  • Target driven to ensure customers receive fast resolution while maintaining high-quality service delivery.

Salary + Benefits

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