Customer Success & Operations Specialist

About the Role:

This is a key operational position at the core of our daily business. In this role, you will work flexibly across two primary operational areas: Customer Support and Credit Operations.

You will be cross-trained to handle the full lifecycle of our credit-products, ranging from complex loan verifications, AML/KYC checks and exception handling to direct, high quality customer service. This position offers broad exposure to customer experience, credit risk and compliance in a modern financial environment.

Key Responsibilities:

• Review loan applications that require manual verification or fall outside automated decision thresholds.
• Verify non-standard documents and statements when automation cannot validate them.
• Resolve system errors, processing bottlenecks, and data discrepancies.
• Execute first-line AML/CTF checks and investigate potential fraud indicators.
• Monitor disbursements, repayments, and investigate failed bank transfers or settlement requests.
• Oversee overdue accounts, set up repayment arrangements, and maintain contact with our third-party debt collection providers.

Customer Support & Optimization:

• Provide direct, professional, and solution-oriented assistance via chat, email, and phone.
• Track customer onboarding journeys to identify friction points and propose data-driven improvements.
• Assist in maintaining accurate, up-to-date website content, FAQs, and product terms.
• Help test new system features and report operational issues to product, engineering, or risk teams.

Requirements:

• Professional fluency in both Swedish and English (spoken and written) is strictly required.
• Service mindset with excellent interpersonal skills and a strong passion for helping people.
• Ability to navigate digital systems, investigate data discrepancies and make sound risk-conscious decisions
• Highly organized, comfortable prioritizing daily tasks independently and thrive in a fast-paced environment

Desirable qualifications:

• Previous experience in banking, consumer finance, credit handling or financial customer service.
• Familiarity with Swedish financial regulations, consumer credit legislation, KYC/AML practices or credit underwriting.