Underwriting Specialist

4 weeks ago

Cape Town, Western Cape, South Africa Lula Full time
About the Role

We are seeking a highly skilled Underwriting Specialist to join our team at Lula. As an Underwriting Specialist, you will play a critical role in evaluating and verifying customer information to ensure compliance with regulatory requirements and mitigate risk.

Key Responsibilities
  • Provide exceptional customer service and support to our banking customers
  • Manage attendance, time keeping, and personal effectiveness to maintain required SLAs and KPIs
  • Develop a deep understanding of our process and product, and become a subject matter expert
  • Ensure weekly tasks and metrics are achieved
  • Collaborate with the team to drive the success of customer service delivery in an omni-channel environment
  • Deliver a service that drives positive conversion while maintaining high-quality standards
  • Provide feedback to improve internal processes
  • Underwrite applications and provide customer feedback to move through to an approved bank account
  • Understand and comply with 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
  • Educate customers on self-service, digital functionality, and features
  • Prevent fraud and losses by adhering to mandates and customer authentication procedures
  • Engage in projects that enhance business value within the underwriting department and CX Team
Requirements
  • Strong attention to detail
  • Hands-on team player
  • Ability to listen well and show empathy
  • Proven ability to operate independently
  • Self-assurance and confident manner
  • Proven ability to remain calm under pressure
  • Ability to debate in a constructive manner and challenge conventional wisdom
  • Process control and process thinking
  • Ability to deal directly with specific tasks and enquiries
  • Financial insight and understanding of financial business and product
  • Resilience and adaptability to a fast-paced environment
Preferred Qualifications
  • Matric/grade 12 achieved
  • 4+ years' banking experience
  • 4+ years' experience in a customer support role within financial/banking services, with a 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
  • Fintech experience within a startup environment would be a nice to have
About Lula

Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimize 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.

We're making business banking fast, human, Lula.

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