We are looking for a Verification & Customer Support Lead to build and manage both verification (KYC & affordability) and customer support functions. This is a hybrid role combining risk control, operational excellence, and customer experience ownership. You will be responsible for manual verification processes at the early stage, including bank statement analysis, while also ensuring high-quality customer support across the full lifecycle.

Key Responsibilities

1. Verification & Affordability (Core Responsibility)

1 Own end-to-end verification processes (KYC, identity checks, fraud controls)

2 Manage manual bank statement (PDF) review for affordability assessment

3 Define rules for income validation, expense categorization, and risk flags

4 Ensure compliance with National Credit Act (NCA) affordability requirements

5 Standardize underwriting decisions across the team

2. Risk & Fraud Management

1 Identify fraud patterns and implement prevention strategies

2 Work closely with Risk team to improve decisioning logic

3 Balance approval rates with portfolio risk and loss performance

4 Continuously refine verification rules using data insights

3. Customer Support Management

1 Build and manage customer support team (calls, chats, emails)

2 Develop scripts, FAQs, and communication guidelines

3 Ensure consistent and compliant customer communication

4 Handle escalations and complex customer cases

4. Process Design & Automation

1 Define which processes should be manual vs automated

2 Work with Product/Tech to implement automation (bots, workflows)

3 Optimize turnaround time and customer experience

4 Improve conversion from application to disbursement

5. KPI & Performance Management

1 Define and track key metrics: approval rate, turnaround time, error rate, fraud rate

2 Track customer support KPIs: CSAT, response time, resolution time

3 Build reporting and continuously optimize performance

6. Compliance & Customer Experience

1 Ensure compliance with NCA and data protection requirements

2 Maintain fair and responsible lending practices

3 Balance risk control with smooth customer journey