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Form of workTHE COMPANY
MPOWER’s borderless loans enable students from around the world to realize their full academic & career potential by attending top universities in the U.S and Canada.
As a mission-oriented FinTech / EdTech company, we move extremely fast and leverage the latest technologies, global best practices, and heavy analytics to tackle one of the biggest challenges in financial inclusion. We’re backed by over $150 million in equity capital from top global investors, which enables our fast-growth and provides our company with financial stability and a clear path to an IPO over the coming years.
Our global team is composed of ex-management consultants, financial services and technology professionals, and other experts in their respective fields. We work hard, have fun, and believe greatly in our cause. For us, MPOWER’s mission of making this mission is personal.
As a member of our team, you’ll be challenged to think quickly, act autonomously, and constantly grow, creatively in an environment where fast change and exponential growth is the norm. ideation and implementation happens very quickly. We value feedback and emphasize personal and professional development by providing the resources you need to further your skills and grow with the company. MPOWER is committed to cultivating your strengths and curiosity and helping you make an immediate impact.
MPOWER has been named one of the best fintechs to work for by American Banker for the past 5 years in a row. We are honored to be nominated by multiple agencies and publications for our leadership in Tech, diversity and social impact. We pride ourselves on being a “growth company for grown-ups,” where there are no pool tables but rather great health, education, and maternity/paternity benefits instead. Our team diversity has been recognized as well; we’re one of the most diverse workforces in the world in terms of nationality, gender, religion, age, sexual orientation, and educational background.
THIS IS A FULL-TIME POSITION BASED IN BANGALORE, INDIA
THE ROLE
You’ll be the first point of contact and voice of the company to our borrowers. Approximately 80% of your time will be spent communicating with both current borrowers to find resolutions for their loan and payment related concerns. You will be fully accountable for managing customer interactions, processes and systems around Loan Servicing and repayment.Your focus will be to deliver a superior servicing experience for each and every interaction with our borrowers. This includes, but is not limited to:
- Initiating outbound phone calls and email correspondence for new or current customers while owning all inbound borrower inquiries on a daily basis
- Integrating problem solving skills with exceptional customer service experience to ensure successful resolution of customer and account related issues
- Building a strong relationship with and supporting students through the on-boarding and repayment process and addressing related payment queries
- Understanding our product line and explaining all features to borrowers, including how to use our customer app and portal and how to access self-service features, all queries relating to their loan, loan statement, managing the repayment and final settlement of their loan
- Collaborating with engineering and operations teams and communicating your ideas for enhancements to the loan process and product
THE QUALIFICATIONS
- Bachelor’s degree in business, finance or any related field.
- 4+ years customer-centric experience within a high-touch, fast-paced environment focused on servicing and repayment of financial products
- Strong interpersonal, communication and listening skills and comfortable connecting with customers via phone, email, and chat
- Prior work experience within financial services and/or higher education industries will be a distinct advantage,though an understanding of financial services functions is a MUST
- Proven ability to apply critical thinking to complicated problems for timely and effective resolution.
- Empathetic, collaborative and possesses high level of accountability
- Ability to work in a high-stress environment; managing stress professionally and without disruption to the operation, employees, or customers.
- International experience is a plus
A passion for financial inclusion and access to higher education is a must, as well as comfortable working with a global team across multiple-time zones and sites!
In addition, you should be comfortable working in a fast growth environment, meaning a small agile team, fast-evolving roles and responsibilities, variable workload and tight deadlines, a high degree of autonomy, and 80-20 everything.
