Customer Success Officer

About Melanin Kapital Neobank

Melanin Kapital Neobank is a fintech company committed to enhancing financial access for small and medium-sized enterprises (SMEs) that drive green and inclusive growth across Africa. By integrating digital technologies, credit analytics, and sustainability-linked financing, the company accelerates faster, fairer, and more impactful funding opportunities for African entrepreneurs. The credit team plays a central role in ensuring the integrity, compliance, and impact of every financing facility offered.

Role Overview

The Customer Success Officer will act as the main liaison for a portfolio of entrepreneurs, maintaining their engagement and support while connecting them with the full range of services Melanin Kapital offers. This role involves proactive client monitoring, fostering repayment discipline, introducing relevant financial and non-financial products, and linking entrepreneurs with funding, incubation, and partnership openings. Additionally, the officer will assist businesses not yet ready for loans by guiding them through the digital platform to improve their profiles and financing readiness. Reporting to the Regional Credit Manager, this position collaborates closely with the Credit Team, Impact Team, and external partners to ensure proper guidance for entrepreneurs.

Daily Responsibilities

• Conduct regular check-in calls (bi-weekly to monthly) with entrepreneurs in your portfolio.
• Build and maintain strong relationships to meet clients' business and financing needs.
• Track and document financial and impact performance indicators to monitor client progress.
• Follow up on loan repayments and schedules while preserving positive client relations.
• Identify cross-selling opportunities for Melanin Kapital products and partner services, including wallets, carbon credit schemes, APIs, and more.
• Inform clients about grants, incubation, accelerators, and relevant partner programs.
• Manage communications within WhatsApp communities by sharing updates, events, educational content, and partner information.
• Assist Credit Officers by collecting necessary client data for loan top-ups, renewals, or expanded financing.

Customer Success & Credit Preparedness

• Help entrepreneurs complete and strengthen their Melanin Kapital business profiles.
• Guide clients in fulfilling documentation and criteria needed for loan eligibility.
• Support progression through Kredit Fit and other digital credit-readiness initiatives.
• Connect businesses to incubation, acceleration, and technical assistance partners.
• Clearly communicate loan decisions and provide constructive feedback after loan rejections.
• Encourage ongoing engagement with Melanin Kapital until clients become credit-ready.

Ideal Candidate Profile

• Minimum of 2 years' experience in customer relationship management, customer success, banking, microfinance, SME support, or business development.
• Passionate about cultivating long-term relationships with entrepreneurs.
• Excellent communication, listening, and interpersonal skills.
• Ability to confidently explain financial products and processes to small business owners.
• Highly organized with the capacity to manage multiple client portfolios simultaneously.
• Comfortable using CRM systems, digital platforms, WhatsApp Business, and other customer management tools.
• Proactive, empathetic, and solution-focused mindset.
• Interest in entrepreneurship, sustainable finance, climate action, and SME growth.

Success Metrics

• Customer retention rates.
• Levels of customer satisfaction and quality evaluations.
• Loan repayment effectiveness within the portfolio.
• Engagement and activity on the company platform.
• Completion of profiles and advancement in credit-readiness.
• Cross-selling accomplishments and adoption of Melanin Kapital and partner offerings.

Language Requirements

• Two Customer Care Officers are being hired: one fluent in English, the other fluent in both French and English.

Why Join Melanin Kapital Neobank?

Joining Melanin Kapital Neobank means becoming part of a mission-driven team leveraging finance to drive environmental and social progress. The company embraces fast-paced work, bold thinking, and values ownership and growth. This role provides hands-on experience supporting African entrepreneurs, gaining expertise in customer success, SME and sustainable finance, and impact investing. Your efforts contribute directly to strengthening businesses and expanding their access to essential capital.