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 AND REPORTS DIRECTLY TO SR. RELATIONSHIP MANAGER-LOAN SERVICING

THE ROLE

As a Global Loan Recovery Specialist, you will be the first point of contact & the voice of the company in interactions with defaulted borrowers. Your primary responsibility will be to recover defaulted loans by finding effective resolutions for loan & payment-related concerns while delivering a superior servicing experience. Your goal is to find effective & empathetic solutions to loan & payment-related challenges, ensuring a balanced approach between recovery & customer satisfaction. This includes, but is not limited to:

• Initiating outbound phone calls & email correspondence with defaulted borrowers to ensure timely & effective collections & applying problem-solving & negotiation skills to resolve customer & account-related issues successfully
• Evaluating past history of accounts & determining the best next steps for recovery efforts (payment plan, settlement, arbitration, third-party collections, etc)
• Preparing files for legal action or third-party collection activity 
• Understanding our product line & explaining loan features, terminology, & payment logistics to borrowers
• Creatively utilizing resources to establish contact with delinquent borrowers, including conducting skip tracing, reference calls, & other research to achieve contact & establish a positive relationship
• Analyzing trends in delinquent accounts & communicating findings to improve overall team performance

THE QUALIFICATIONS

• Bachelors degree in business, finance, or a related field
• 3+ years of customer-centric experience within a high-touch, fast-paced environment focused on the servicing & repayment of financial products
• Prior collections work experience within financial services/B2C and/or higher education industries is highly advantageous, though a solid understanding of financial services functions is essential
• Knowledge of applicable laws & regulations related to debt collection & recovery is a plus
• Strong interpersonal, communication, & listening skills, with comfort in connecting with customers via phone, email, & chat
• Excellent negotiation skills with a proven ability to apply critical thinking to complex problems for timely & effective resolution
• Ideally possessing a background incorporating investigative research
• Empathetic, collaborative, & highly accountable.

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

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.