Lending Customer Success Analyst

What you’ll do

We are seeking a proactive, detail-oriented Lending Customer Success Analyst to join our team. In this role, you will take full responsibility of the client journey from the moment a credit line is approved, serving as their strategic and operational partner. You will guide clients through onboarding, oversee the seamless funding of their invoices, and proactively manage their ongoing lifecycle to drive retention. Positioned at the centre of our middle office, you will collaborate closely with Credit Risk, Product, and Tech teams to resolve complex queries, champion the client experience, and help scale our lending platform through continuous tech automation.

Key Responsibilities:

Client Onboarding & Lifecycle Management
– End-to-End Ownership: Act as the primary middle office partner for SME clients from the moment credit lines are approved, issuing T&Cs and guiding them seamlessly through onboarding.
– Line Amendments & Renewals: Manage the full lifecycle of your client portfolio, taking ownership of line or pricing amendments when client funding needs evolve.
– Relationship & Retention: Proactively manage client accounts to drive platform utilisation, monitor portfolio health and ensure high retention through exceptional day-to-day engagement.
Operational Execution & Risk Compliance
– Invoice Approval & Due Diligence: Review and carry out due diligence on client documentation and invoices, ensuring strict adherence to internal credit risk, compliance and insurance policies before granting funding.
– Trade Booking & Funding: Oversee the operational execution of trade booking, ensuring legal debt instruments are executed and payments to suppliers are processed smoothly and efficiently.
– Repayment & Reconciliation: Monitor the 5-month loan lifecycle, investigating and reconciling client repayments while swiftly resolving any banking or platform issues.
Fintech Collaboration
– Product & Tech Collaboration: Actively collaborate with internal Tech and Product teams, sharing frontline operational insights to drive automation, enhance platform features and optimise the overall customer experience.

What you’ll need

To thrive in this middle office role, you should bring a blend of strong relationship management skills and customer-first approach. We are looking for:

– Proactive and self-motivated individual with 1-3+ years of experience in middle office operations, lending operations, commercial customer success or client portfolio management.
– Motivated to thrive within a fast-paced fintech or digital banking ecosystem, with an appetite for leveraging technology to scale operations.
– Attention to detail with a proven track record of handling high-value/high-volume financial transactions, booking trades or managing loan disbursements accurately.
– A diligent approach to reviewing corporate documentation, onboarding materials and legal contracts (such as T&Cs) against internal risk and compliance policies.
– A strong foundational understanding of how SME businesses operate, combined with a numerate mindset to confidently discuss funding needs and credit line utilisation.
– Prior experience managing an existing portfolio of client accounts, taking a proactive approach to tracking renewals, amendments or pricing updates.
– Highly numerate and comfortable with basic financial analysis, tracking payment timelines, and investigating/reconciling loan repayments.
– Exceptional and confident communication skills across all channels (email, phone, face-to-face) to act as a seamless bridge between clients, Credit Risk and Tech/Product squads.
– Excellent communication skills coupled with a customer-first attitude to guide clients through complex processes and deliver a standout onboarding experience.
– Naturally curious and eager to learn, bringing a solutions-oriented mindset to troubleshoot platform queries, payment delays or client account issues independently.
– A fast-learning individual with meticulous organisational skills, capable of adapting to new systems and prioritising multiple client accounts under tight funding cut-offs.
– A tech-savvy approach to mastering modern workplace tools, including CRM platforms (e.g., Salesforce), Microsoft Excel, and internal operational systems.