Client Services Team Lead
About Us
The Client Services Team Lead is responsible for leading the Client Services team in acquiring, validating, and processing client information required for credit assessment through ongoing phone call follow-ups. The role ensures timely collection of KYB and KYC documents, maintains high standards of data quality and client service, and oversees workflow coordination to support efficient lending operations.
Key Responsibilities
Team Leadership & Performance
- Recruit, train, coach, and develop the Client Services team.
- Set and monitor KPIs, productivity, quality, and turnaround time targets.
- Conduct regular coaching, performance reviews, and performance management.
- Foster a culture of accountability, urgency, and continuous improvement.
Client Engagement & Document Collection
- Oversee outbound calls and follow-ups to obtain KYB, KYC, financial, and supporting documents.
- Ensure timely client communication and proactive management of outstanding requirements.
- Resolve escalated client issues related to onboarding and documentation.
Document Processing & Credit Support
- Review, validate, sanitize, and organize client documents for completeness and accuracy.
- Ensure client information is properly recorded and submitted for credit assessment.
- Coordinate with Credit Analysts and Relationship Managers to facilitate timely credit decisions.
Workflow & Service Delivery
- Manage team workload and application pipelines to meet service levels.
- Monitor ageing of pending requirements and escalate delays promptly.
- Ensure consistent, high-quality service delivery across all client interactions.
Quality, Compliance & Continuous Improvement
- Maintain compliance with Company policies, KYC/KYB requirements, and data privacy standards.
- Conduct quality reviews to ensure documentation accuracy and completeness.
- Identify process improvements to enhance efficiency, turnaround times, and client experience.
Reporting & Performance Management
- Prepare regular reports on productivity, turnaround times, outstanding requirements, and team performance.
- Provide operational insights and recommend improvements to management, and HR.
Qualifications
- Bachelor's degree in Business, Finance, Management, or a related field.
- Experience in client services, credit operations, banking, lending, or financial services in BPO set-up
- At least 2 years of team leadership experience, with a proven ability to build and manage high-performing teams.
- Experience in KYC/KYB, client onboarding, document verification, and credit support is highly preferred.
- Strong organizational, communication, coaching, and problem-solving skills.
- Proficient in Microsoft Office and CRM or loan management systems.
Work Environment
- Office-based
- May require coordination with multiple departments and external partners
Who Are We Looking For
- Resilient and persuasive communicator with strong negotiation skills to resolve delinquencies while preserving client relationships.
- Proactive problem-solver able to design and implement repayment strategies tailored to each borrower's situation.
- High emotional intelligence and empathy, balanced with firmness in enforcing repayment commitments.
- Resilient under pressure, able to handle sensitive and challenging client interactions with professionalism.
- Organized and disciplined, with the ability to manage multiple accounts and deadlines effectively.
- Detail-oriented and thorough, ensuring accuracy in documentation, monitoring, and follow-ups.
Why Join Us
- Above-market compensation with performance incentives.
- Work with a high-caliber team in a mission-driven company.
- Shape the credit culture and standards of a fast-growing fintech.
- Clear path to leadership roles as the business scales.
