THE COMPANY

MPOWERs borderless loans & scholarships enable students from around the world to realize their full academic & career potential by attending top universities in the U.S & Canada. 

As a mission-oriented fintech/edtech company, we move extremely quickly & leverage the latest technologies, global best practices, & heavy analytics to tackle one of the biggest challenges in financial inclusion. Were backed by over $150 million in equity capital from top global investors, which enables fast growth & provides our company with financial stability & a clear path to an IPO over the coming years.

Our global team is composed of former management consultants, financial service & technology professionals, & other experts in their respective fields. We work hard, have fun, & believe strongly in our cause. For us, MPOWERs mission is personal.

As a member of our team, youll be challenged to think quickly, act autonomously, & constantly grow creatively in an environment where fast change & exponential growth are the norm. Ideation & implementation happen very quickly. We value feedback & emphasize personal & professional development by providing the resources you need to further your skills & grow with the company. MPOWER is committed to cultivating your strengths & curiosity & helping you make an immediate impact.

MPOWER has been named one of the best fintechs to work for by American Banker for the past 6 years in a row.. We are honored to be nominated by multiple agencies & publications for our leadership in Tech, diversity & social impact. We pride ourselves on being a growth company for grown-ups, where there are no pool tables but rather great health, education, & maternity/paternity benefits instead. Our team diversity has been recognized as well; were one of the most diverse workforces in the world in terms of nationality, gender, religion, age, sexual orientation, & educational background.

THIS IS A  FULL-TIME POSITION, BASED IN OUR BANGALORE, INDIA OFFICE

THE ROLE

You will be the driving force of MPOWERs Bangalore-based team of Customer Relations Associates (CRAs), who help students world-wide to move smoothly through our loan application process & achieve their education goals. Youll oversee & support the inbound voice & written communication channels. Your focus will be to deliver exceptional experiences while communicating key value propositions to each & every student. 

• Owning the customer experience by delivering superior service through multiple channels (phone, email, chat, etc.) to both responsively & proactively connect with potential borrowers & applicants to help them navigate the loan process or troubleshoot issues
• Managing the prioritization & workflow for a team of Customer Relations Associates, including setting daily & weekly targets, unblocking conversion obstacles, & monitoring SLAs & KPIs, to achieve the volume & revenue targets 
• Designing & executing conversion related initiatives, including call & email campaigns, to increase conversions
• Managing escalated customer concerns & applicant feedback to improve the application process
• Collaborating closely with QA, Training & Analytics to impact overall team performance growth
• Supervising all aspects of call center operations to ensure consistency across shifts, accountability of team members & high quality support for both customers & internal team
• Coaching & mentoring team members to help promote a curiosity & learning mindset while positioning them for long term professional nd personal growth opportunities

THE QUALIFICATIONS

• Bachelors degree in a qualitative field, or higher
• 6+  years of B2C global  customer service or support experience in a high-touch, fast-paced environment
• 2+ years in a supervisory capacity for a high-performing team
• Prior work experience within financial services, insurance, & higher education industries required 
• Must have proven track record in a sales oriented and/or targets driven environment
• Passion for customer service & relationship management with an innate sense of service & empathy for others
• Exceptional leadership skills & ability to relate to people with varied backgrounds & career ambitions
• Outstanding written & verbal communication skills in English & comfortable interacting with global customers via multiple communication channels. 
• Excellent organizational skills & attention to detail
• A proficiency in other foreign / international or regional Indian languages would be a plus

A passion for financial inclusion & access to higher education is a must, as well as comfortable working with a global team across multiple-time zones & sites!

In addition, you should be comfortable working in a fast growth environment, meaning a small agile team, fast-evolving roles & responsibilities, variable workload & tight deadlines, a high degree of autonomy, & 80-20 everything.