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Client Success Advisor

5 months ago

London, United Kingdom Fair Finance Full time

**About us**:
Fair Finance is a social business with ambitious plans to revolutionise financial services to give everyone a Fair chance. Our vision is to scale our alternative to the high-cost lending market and help reduce financial exclusion across the UK.

Over the last fifteen years, Fair Finance has helped over a hundred thousand people escape the clutches of high cost money lenders, start businesses or avoid eviction. Our work has helped influence Government policy and legislation, as well demonstrate how purpose and profit can work together to change the financial system for the better.

The last few years of the pandemic and the Cost-of-Living crisis have really highlighted the importance of our work, and as such we are embarking on an ambitious program of growth and expansion to meet the challenges facing some of the poorest and most excluded in the coming years.

We are embarking on an exciting growth journey and are looking for motivated and capable people who want to part of a dynamic business making a real change to people and society in the UK.

**About the role**:
Supporting the underwriting and customer service teams, your role will be to onboard clients who've been approved for our loans, act as a trusted advisor on our products and complete the process in a timely manner so they can receive much-needed funds. By setting up contracts, answering questions and clearly guiding our clients through the terms of their new loan, this role is crucial in the customer journey.

You will be part of a friendly, caring and high-performing Client Success team, which is expected to learn complex information, communicate it clearly to a diverse range of customers, demonstrate good time management skills and pay close attention to detail.

**What you will do**:
From day one, you’ll have the opportunity to work in a social business that puts clients before profits and is focused on making a difference for individuals who lack access to fair financial services.

**Career Track & Responsibilities**:
**First 3-6 Months**

**Intro to Client Success: Contract administration and client support**
- Set up loan contracts in our Loan Management System.
- Explain key loan contractual terms to clients and ensure they have understood their contractual rights and obligations.
- Ensure a fair and successful experience for everyone through this crucial stage of the client journey.

**First Year - Remain in Client Success or begin Underwriting Training and Career Track**

**Progress in Client Success or**

**Intro to Underwriting: Lending Decisions/Underwriting**
- Learn about our underwriting policies and procedures.
- Review financial information and documents and assess them against our policies and procedures.
- As necessary, discuss with clients to better understand their financial situation and ensure that we adhere to our fair and responsible lending policies.
- Make recommendation or direct lending decisions, depending on training and experience.

***:
**Why work for Fair Finance**:

- We believe in employing, growing and building around exceptional people who share our values
- We will give you the environment where you can genuinely put clients before profits and make a difference in our clients’ lives.
- We will provide you with a supportive workplace surrounded by peers who want you to thrive, give you responsibility to make a real difference and the opportunity to make the role your own.
- We are a diverse organisation full of people who understand the balance between achieving business objectives and our social mission.
- Our Head Office is in a shared workspace in Dalston, housing more than 300 creative businesses, social enterprises and charities.
- Hybrid working and work practice flexibility is offered.
- Your annual holiday entitlement will be 20 days in addition to public holidays.
- A day off for your birthday.
- Private Health Care.
- 3% matching contribution towards a stakeholder pension.

, M-F, hybrid (currently M-W in-office)

Salary**:£23,302.50 per year **(London Living Wage, rising with the scheme)