Client Liaison Officer

Job Purpose

We are seeking a client-focused Client Liaison Officer to own the end-to-end client experience, from first contact through onboarding and beyond. This role is the vital link between prospective and new clients and Sourcefin's internal teams, ensuring every client feels understood, supported and set up for success.

The role suits someone who thrives on building rapport, is comfortable working across CRM systems and cross-functional teams, and takes pride in turning a first enquiry into a long-term, funded relationship.

Duties & Responsibilities

• General duties: Perform such additional duties as are assigned from time to time by the board.
• Client communication: Manage inbound and outbound client calls, capturing relevant information for accurate hand-over to internal teams while building genuine rapport; identify client needs, answer queries and address objections with empathy and professionalism.
• Onboarding & client experience: Own and manage the end-to-end client experience and onboarding process, ensuring a structured and seamless journey; guide new clients through Sourcefin's financial solutions, providing tailored product recommendations based on their needs; monitor and improve key onboarding processes to enhance customer satisfaction; proactively identify and address potential client roadblocks before they become issues.
• CRM & process optimisation: Optimise onboarding workflows in HubSpot, tracking client progress and automating key touchpoints; maintain accurate records of all client interactions and progress in HubSpot CRM.
• Business development & growth: Engage with other departments to accelerate client conversions and revenue growth; identify upselling and cross-selling opportunities during the onboarding process; follow up on leads and guide clients through their next steps and each stage of their journey with us.
• Customer experience & retention: Conduct regular follow-ups to ensure clients remain engaged, satisfied and set up for long-term success, supporting customer experience and retention across the client base.
• Compliance support: Navigate and support clients with all necessary compliance documentation; assist clients with regulatory requirements, ensuring a frictionless experience in securing their fun
• Brand representation: Attend PR events, exhibitions and summits, introducing Sourcefin and its offering to potential clients.

Desired Experience

• Matric (essential); a relevant tertiary qualification in business, marketing, finance or a related field is advantageous.
• 2–3 years' experience in a client-facing role such as client liaison, account management, sales support or customer success, ideally within financial services, fintech or a related industry.
• Working knowledge of CRM systems, with HubSpot experience strongly preferred.
• Strong verbal and written communication skills, with the ability to build rapport quickly and explain financial products in plain, accessible language.
• A proactive, solutions-oriented approach with the ability to manage multiple client relationships simultaneously.
• Sound understanding of, or willingness to learn, SMME funding solutions and related compliance requirements.
• Own transport and a valid driver's licence, given the requirement to attend external events.
• High attention to detail and strong organisational skills.