Client Experience Coordinator

Description:

About the Company
Our client is a fast-growing FinTech start-up revolutionising personal lending with smart, customer-first financial solutions. As they scale, they are looking for a Customer Experience Coordinator to ensure they deliver an exceptional customer experience at every touchpoint. This fast-growing and purpose-driven FinTech is transforming the industry, the company has expanded rapidly, growing from a team of 12 last year to over 40 today.
With a strong focus on customer experience, their commitment to excellence is reflected in one of the highest in the financial services industry. As they prepare to expand into the New Zealand market, they are looking for a passionate and driven Client Experience Coordinators to join their growing team.
About the Role

As a Client Experience Coordinator, you’ll play a vital role in delivering a seamless and positive journey for our clients. Your key responsibilities will include:

• Being the go-to contact for both clients and partner firms, offering friendly, professional support by phone and email throughout the entire loan process — from initial enquiry right through to final repayment.
• Actively seeking out opportunities to lift our service standards — bringing fresh ideas to the table and working closely with the team to bring them to life.
• Communicating with empathy when applicants aren’t eligible for a loan, ensuring they receive clear, respectful explanations.
• Following up efficiently with clients and partners to gather any missing information, helping to keep applications moving without delays.
• Managing documentation — accurately filing client and partner-provided materials and updating records to ensure everything stays on track.
• Carrying out essential onboarding processes such as ID checks, collecting signatures, helping clients register mortgages, and coordinating with our property specialists to secure necessary documents.
• Keeping our systems up to date , including accurate and timely data entry in our internal loan management platform.
• Contributing to a positive team vibe by helping create a client-first, collaborative culture — we're in the office five days a week and value great energy.
• Pitching in where it counts — whether it’s a top-priority project or a new challenge, we’re a fast-growing fintech, and adaptability is key to our success.

About You
This role requires someone who thrives in a fast-paced, high-performance environment while maintaining a strong sense of empathy and service excellence. The successful candidate will be proactive, data-driven, and continuously looking for ways to improve client experiences and streamline processes.

• Strong communication skills — both written and verbal — with a warm, professional manner when dealing with clients and partners.
• High attention to detail and a knack for staying organised — especially when managing multiple applications or juggling client requests.
• A proactive mindset — you’re someone who looks for ways to improve processes and isn’t afraid to speak up with suggestions.
• Empathy and resilience — you can handle sensitive conversations with care and keep a level head under pressure.
• Tech-savviness — comfortable using internal systems, CRM tools, and juggling multiple platforms (bonus points if you’ve worked with loan or case management systems).
• A team-first attitude — you enjoy working closely with others, contribute to a positive culture, and are happy to lend a hand wherever needed.
• Adaptability — you’re flexible, open to change, and thrive in a fast-paced, ever-evolving environment.
• Experience in a customer service or coordination role — ideally within financial services, fintech, legal firm or a similar high-touch, client-facing environment.

Above all, you are driven by purpose and want to work for a company that is making a real difference in people’s lives.
Key Benefits

• Join a high-growth FinTech that is reshaping access to justice in ANZ.
• Opportunity to make a real impact by supporting individuals through challenging legal situations.
• Career growth and leadership development in a rapidly expanding business.
• Competitive salary + share options as part of an early-stage, high-impact organisation.
• Five weeks of leave per year to support work-life balance.
• Aukland CBD office-based role with an attrctive salary package with options.

If you are looking for a leadership role in a fast-paced, purpose-driven environment where you can make a tangible difference, apply now!