Customer Success Executive

SUMMARY:
Location: Cape Town, South Africa Job Type: Full-time | Monday Friday, 9 AM 5 PM (UK Hours)

POSITION INFO:

About the Role

As a Customer Success Executive, you will guide prospective borrowers through the lending application process for legal finance, specifically family law. This is a high-touch role that requires emotional intelligence, strong organizational skills, and the ability to communicate effectively with solicitors, clients, and other professional firms.

This is not a traditional sales role, but rather a client-focused position where you will follow up on leads, manage lending applications, and ensure smooth transitions through the approval process.

Key Responsibilities

• Handling lending inquiries and applications from prospective borrowers and solicitors, providing accurate information and guidance.
• Following up on leads and maintaining proactive communication to maximize conversion rates.
• Liaising with customers and solicitors/professional firms to obtain outstanding documentation and progress applications.
• Managing application collation and supporting documentation to convert inquiries into completed applications for underwriting review.
• Handling multiple cases at various stages, maintaining detailed records and providing regular updates to all parties.
• Guiding customers through the application process and ensuring a seamless transition to underwriting.
• Providing status updates to senior team members on applications across a high-volume workflow.
• Keeping borrowers and solicitors informed on the progress of their applications.
• Preparing loan documentation and collating executed documentation.
• Communicating decisions, including rejection of applications, to clients and solicitors in a professional and empathetic manner.

Skills & Experience Required

• 2+ years of experience in complex lending, financial services, or the legal sector.
• Strong written and verbal communication skills, including the ability to liaise with solicitors at large law firms.
• Excellent organizational skills and attention to detail.
• Ability to handle conversations with potentially vulnerable clients with empathy and professionalism.
• Ability to manage a high volume of cases while prioritizing effectively.
• Comfortable working under pressure and adapting to a fast-paced environment.
• Ability to become a subject matter expert in probate & family law lending.
• A can-do attitude and the ability to thrive in a busy, high-energy setting.
• Experience in partnership management is a plus.
• Litigation experience is helpful but not required.
• Adaptability to change in a fast-moving environment.

Who Were Looking For

We need a well-spoken individual in their mid-20s to early 30s, based in Cape Town, who is highly organized, emotionally intelligent, and capable of managing multiple client cases. You should be detail-oriented, proactive, and able to build strong relationships with both clients and solicitors.