Outbound Customer Experience Specialist

Who We Are At Fundo , we’re reshaping what fast, fair, and flexible finance means for everyday Australians. As one of the country’s fastest-growing fintech lenders, we combine cutting-edge tech, behavioural data, and AI to deliver microloans that are intuitive, transparent, and lightning-fast. We’ve been named to the AFR Fast 100 three years running — and we’re just getting started. Now we’re looking for an Outbound Customer Success Specialist to join our FundoCare+ team , driving proactive engagement that improves customer retention, builds loyalty, and delivers exceptional experiences. Your Mission As an Outbound Customer Success Specialist, you’ll be at the frontline of customer engagement . This role blends the skills of customer success and SDR-style outreach — engaging customers proactively to improve satisfaction, reduce drop-offs, and drive retention and re-borrowing. You’ll: Conduct outbound calls, SMS, and emails to onboard customers, re-engage drop-offs, and support lifecycle campaigns. Leverage SDR and sales-style techniques to educate, guide, and convert customers at key loan journey stages. Build customer confidence by explaining Fundo tools like Fundo Score and other value-add features. Capture and tag customer insights to support CX coaching, marketing campaigns, and product improvements. Contribute to growth metrics including NPS, CSAT, re-borrowing rates, and retention. Work closely with the CX Coach and follow structured playbooks, while bringing empathy and personalisation to every interaction. Key Responsibilities Outbound Engagement: Proactively reach customers at critical journey points (approvals, repayments, declines, drop-offs). Retention & Conversion: Use customer-first but sales-informed techniques to drive re-borrowing, loyalty, and activation. Customer Education: Promote Fundo Score and other tools that empower financial wellbeing. Insight Capture: Record and tag customer insights to inform coaching, segmentation, and campaign strategy. Service Excellence: Deliver empathetic, personalised interactions aligned with brand tone and quality standards. Tech-Enabled Execution: Use Zoho and other CX platforms to log interactions, track outcomes, and drive efficiency. About You 3-5 years’ experience in outbound customer success, telesales, SDR, or retention/loyalty roles . Proven ability to engage customers through calls, SMS, and email — balancing service with sales-style persuasion. Strong communicator with excellent listening, problem-solving, and objection-handling skills. Customer-first mindset, with a track record of building trust and loyalty . Comfortable working with targets such as NPS, CSAT, retention, and re-borrowing rates . Technically confident with platforms like Zoho, Zendesk, Intercom, or Salesforce. Thrive in fast-paced, growth-driven environments. Bonus Points For: Experience in fintech, SaaS, eCommerce, or regulated industries. Prior SDR or inside sales experience, especially in customer retention or upsell campaigns. Familiarity with financial services compliance and responsible lending frameworks. Experience working with Australian clients or accounts is a strong plus, as you'll be partnering closely with our Australia-based team. Why Join Fundo? Pioneer FundoCare+: Play a key role in FundoCare+ , our reimagined Customer Success function, and help set a new standard for service. Work-Life Balance: Enjoy a day-shift schedule that partners closely with our Australia-based team during business hours, allowing you to maintain a healthy work-life balance . Flexibility & Growth: Start with the flexibility of an initial Work-From-Home arrangement , with future prospects to transition into a hybrid role as we expand our operations across the Philippines. Be a Growth Driver: You'll be at the forefront of our business, directly shaping customer relationships and loyalty . A Culture of Innovation: Join a dynamic company that truly values innovation, speed, and customer-first service . Invest in Your Future: Become part of a supportive team culture that emphasizes coaching, mentoring, and accelerated career growth . Competitive Rewards: We offer a competitive offer and benefits package—a market-aligned compensation that recognises both your performance and your potential. Our Recruitment Process – Fast and Human 15-min Intro Call – Align on your background, goals, and the role. 60-min Team Interview – Meet the CX Coach and other team members. References + Offer – Done and dusted. #J-18808-Ljbffr