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Keywords / Skills : Finance Private Equity Financial Services Financial Inclusion Customer Service customer support customer care customer relation customer relationship customer relationship executive Stakeholder Management

2 - 6 years
Posted: 2018-11-09

Job Description
MPOWER enables students from around the world to financially access higher education at top U.S. universities. Our global team is composed of ex-management consultants, financial services and technology professionals, and other experts in their respective fields. As a FinTech startup backed by a global Private Equity firm, 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 work hard, have fun, and believe greatly in our cause. For us, this mission is personal.

As a member of our team, you'll be challenged to think creatively in an environment where ideation and implementation happen very quickly. We review all our staff members for promotion every 6 months and provide the resources they need to further their skills and grow with the company. MPOWER is committed to cultivating your strengths and curiosity and helping you make an immediate impact.

You'll be the first point of contact and voice of MPOWER for our applicants and borrowers from all over the world. Your focus will be to own and deliver a superior experience to each and every student. Success will require:
  • Delivering superior customer service using multiple channels (phone, email, chat, etc.) to both proactively and responsively connect with borrowers to help them navigate the loan process or troubleshoot issues 
  • Understanding MPOWERs product line and explaining all features including loan terminology and calculations to ensure our borrowers make informed decisions 
  • Advocating for and educating applicants on the benefits of an MPOWER loan 
  • Collaborating with MPOWERs global tech, credit, and operations teams to troubleshoot and optimize processes and minimize impact to borrowers 
  • Analyzing borrower data and trends while bringing a continuous improvement mindset to the team to optimize operations and deliver a better student borrower experience
Must haves:
  • At least 2 years of experience in Customer Success/Support 
  • Prior experience with multi-channel support in scripted and unscripted forms 
  • Excellent verbal and written communication skills 
  • Prior experience in working in a startup 
  • Demonstrated expertise in Ms Office, Gmail 
Preferred:
  • Prior experience working with international stakeholders 
  • Experience working with Salesforce 
  • Prior background in Finance / banking industry 
The application process :
Step 1: Apply for the job post here to express interest in the role.
Step 2: Now that we know you are interested, the next step involves online screening of your candidature. You will receive an email from our screening partner, Shortlist i.e www.shortlist.net. The email would include a link where you can complete your application - a few short questions on your experience followed by an assessment to demonstrate our ability to do the job.

You can also find the link here: https://goo.gl/dBHmFG

Shortlist will keep you updated regularly on whether or not you’re shortlisted.


About Company

About MPOWER: MPOWER enables students from around the world to financially access higher education at top U.S. universities. Our global team is composed of ex-management consultants, financial services and technology professionals, and other experts in their respective fields.

About Shortlist: The recruitment process for this role is being managed by Shortlist. We are a startup recruiting company with a difference. We create 3D profiles of all job seekers including background, experience, personality traits and demonstrated ability to communicate and problem solve. www.shortlist.net
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