Associate - Customer Success - BFSI

Customer Success Associate (Finance & Higher Education)

Your focus will be to own and deliver a superior experience to each and every student. Success will require :

- Delivering exceptional customer service via phone to emphasize the benefits of MPOWER's products most relevant to the student and overcome any applicant concerns

- Utilizing multiple channels (phone, email, chat, etc.) to connect with potential borrowers and applicants to help them navigate the loan process or troubleshoot issues

- Surfacing applicant feedback to improve the application process

- Promptly and precisely inputting information from various interactions and diligently following up across multiple channels

THE QUALIFICATIONS :

- Bachelor's degree, or higher

- At least 2-3 years of customer service experience in a high-touch, fast-paced environment

- Flexibility to adjust schedule to accommodate business seasonality

- Understanding of banking, lending, financial services or personal finance with the ability to learn and adapt quickly

- Passion for customer service with an innate sense of service and empathy for others

- Outstanding written and verbal skills communication and comfort interacting with customers via phone, email, and chat

- Ability to quickly build rapport and translate internal jargon and financial terminology to simplified explanations

- Exceptional organizational skills and attention to detail

- Experience working with diverse, global populations

- English fluency, foreign language is a plus

- A passion for financial inclusion and access to higher education is a must

In addition, you should be comfortable working in a start-up 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.