Customer Success Executive

Location: Cape Town, South Africa

Job Type: Full-time | Monday to Friday, 9 AM to 5 PM (UK Hours)

Are you a highly motivated professional with a keen eye for detail, exceptional communication skills, and a strong ability to manage multiple cases efficiently? Do you have experience in complex lending, financial services, or the legal sector? If so, we want you to join our team as a Customer Success Executive!

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

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

Skills & Experience Required

1. 2+ years of experience in complex lending, financial services, or the legal sector.
2. Strong written and verbal communication skills, including the ability to liaise with solicitors at large law firms.
3. Excellent organizational skills and attention to detail.
4. Ability to handle conversations with potentially vulnerable clients with empathy and professionalism.
5. Ability to manage a high volume of cases while prioritizing effectively.
6. Comfortable working under pressure and adapting to a fast-paced environment.
7. Ability to become a subject matter expert in probate & family law lending.
8. A can-do attitude and the ability to thrive in a busy, high-energy setting.
9. Experience in partnership management is a plus.
10. Litigation experience is helpful but not required.
11. Adaptability to change in a fast-moving environment.

Who We're 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.