Front Office Specialist (Fintech)

TL;DR

Front Office Specialist (Fintech): Managing omni-channel customer experience and lending support for SME customers with an accent on service quality and regulatory compliance. Focus on resolving complex customer queries, optimizing onboarding journeys, and meeting strict SLAs/KPIs.

Location: Cape Town, South Africa

Company

hirify.global is a fintech company specializing in lending solutions for small and medium enterprises.

What you will do

• Deliver high-quality customer service across multiple channels including voice, email, and chat.
• Support customers through the full lending and onboarding journey to ensure clarity and trust.
• Manage time and personal output to consistently meet defined SLAs and KPIs.
• Develop deep expertise in lending and support processes to serve as a Subject Matter Expert (SME).
• Provide insights and feedback to optimize internal workflows and service delivery.
• Ensure strict compliance with regulatory requirements and internal risk controls in a financial environment.

Requirements

• 4+ years of experience in customer support, preferably within banking or financial services.
• Proven experience as an omni-channel customer experience specialist.
• Matric qualification is required (finance diploma is a plus).
• Strong troubleshooting, multitasking, and critical thinking skills.
• Excellent verbal and written communication proficiency.
• Ability to remain resilient and composed in a fast-paced environment.

Nice to have

• Experience working specifically with SME customers.
• Previous experience in a Fintech or startup environment.

Culture & Benefits

• Fast-paced and dynamic work environment.
• Opportunity to grow into a subject matter expert within the organization.
• Culture of accountability, reliability, and a hands-on approach to problem solving.