About the Role
We are looking for a thoughtful, customer-focused Client Experience Associate to support clients of Ceviant Finance House. This role ensures smooth onboarding, timely communication, issue resolution, and an excellent client journey across credit, treasury, and. You will be the first point of contact for clients and a key link between Finance House operations and clients' needs.
What You'll Do
Client Onboarding & Support
- Guide clients through onboarding, documentation, and KYC requirements.
- Ensure smooth transition from onboarding to active usage of credit or treasury services.
- Maintain detailed client records and communication logs.
Issue Resolution & Communication
- Respond to client inquiries and resolve operational or account-related issues promptly.
- Escalate complex cases to Operations, Risk, or Finance teams as appropriate.
- Provide proactive communication on timelines, requirements, and next steps.
Relationship Management
- Build strong relationships with clients, focusing on trust and responsiveness.
- Conduct periodic check-ins to understand client needs and usage patterns.
- Gather feedback to improve product adoption, client satisfaction, and overall experience.
Internal Coordination
- Work with Operations to resolve bottlenecks in disbursements, repayments, or Partner with Finance on settlement queries and account reconciliations.
- Align with Risk and Compliance on documentation, approvals, or flagged activities.
Reporting & Documentation
- Maintain structured and accurate case logs, tickets, and service reports.
- Track client issues, turnaround time, and service quality metrics.
- Provide insights on client trends, recurring issues, and areas for improvement.
What You'll Bring
- 1–3 years' experience in client experience, customer success, or relationship management.
- Experience in fintech, lending, or financial services is strongly preferred.
- Strong communication skills and a client-first mindset.
- Ability to stay organised, manage multiple client requests, and follow through reliably.
- Comfort working with internal systems, CRMs, and operational tools.
Performance Metrics (KPIs)
- Client satisfaction and feedback.
- Turnaround time for inquiries and issue resolution.
- Accuracy and completeness of client documentation.
- Reduction in escalations and repeat issues.
Who Will Succeed in This Role
A patient, empathetic, and structured communicator who enjoys helping clients navigate financial services with ease and confidence.