Job title: Underwriting Specialist
Reporting to: Back Office Team Leader
Location: Cape Town
WHAT WE DO
Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose is to help SMEs manage their businesses better, faster, and more simply, so they can spend more time doing what they love.
If you're looking for a new place to call ‘home' that believes in the potential of the broader SME landscape in South Africa and a place where you'll work with awesome people - then Lula's the place for you!
OVERALL PURPOSE
The overall purpose of an underwriter in the banking sector, when it comes to opening a bank account, is to evaluate and verify the applicant's information to ensure compliance with regulatory requirements and mitigate risk. This includes assessing the applicant's identity as well as any potential risks associated with opening the account. Underwriters help ensure that the bank maintains a secure and compliant customer base.
You will be a driving force in helping our customers realise that Lula is the only choice when it comes to both funding and banking.
Responsibilities will include:
- Providing professional, warm and clear customer service and an outstanding customer experience to assist and educate our banking customers
- Managing your attendance, time keeping and personal effectiveness to maintain required SLAs and KPIs
- Developing a deep knowledge of our process and product and becoming a subject matter expert over the course of time
- Ensuring weekly tasks and metrics are achieved
- Collaborating with the team and peers to drive the ultimate success of customer service delivery in an omni channel environment
- Delivering a service that drives positive conversion while ensuring quality is of a high standard
- Giving feedback that leads to the implementation of ideas to improve internal process
- Underwrite applications and provide customer feedback in order to move through to an approved bank account
- Understand reasons for and comply with said rules and regulations set out by Lula and our Alliance Banking partner
- Build and maintain customer relationships by keeping customers informed of progress or action taken regarding their applications, queries and requests.
- Educate customers on self-service, digital functionality and features.
- Prevent fraud and losses by adhering to mandates, as well as customer and transaction authentication procedures and policies.
- Engage and actively contribute to projects that enhance business value within the underwriting department and CX Team.
- Represent and live the values/culture/brand
THE COMPETENCIES WE'RE AFTER
- Strong attention to detail
- Hands on team player
- Ability to listen well and show empathy
- Proven ability to operate independently
- Self-assurance and a confident manner
- Proven ability to remain calm under immense pressure
- Have the ability to debate in a constructive manner and to challenge conventional wisdom
- Process control and process thinking – understanding the impact of how changes affect customers and stakeholders in all parts of the value chain
- Ability and willingness to deal directly with specific tasks and enquiries where required
- Financial insight; understand the elements of a financial business and product
- Sustaining Customer Satisfaction
- Resilience (adaptability to a fast paced environment)
THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR
- Matric/ grade 12 achieved
- 4+ years' banking experience
- 4+ years' experience working in a customer support role within financial/ banking services, with focus on underwriting
- Exposure to Small Business Service (SME) customers would be an advantage
- Advanced troubleshooting and multi-tasking skill capabilities
- Experience in delivering great customer service that drives quality and resolution
- Experience in an omni-channel customer service environment
- Excellent interpersonal and communication skills, both verbal and written
- Fintech experience within a startup environment, would be a nice to have
- Excellent attention to detail
- Problem-solving and critical-thinking skills
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