Job Description

THE ROLEYou'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 and delinquent borrowers to find resolutions for their loan and payment related concerns. 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 while owning all inbound borrower inquiries on a daily basis
• Integrating problem solving and negotiation skills to establish 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 loan terminology and payment logistics
• Creatively utilizing resources to generate contact with delinquent borrowers
• Collaborating with engineering and operations teams and communicating your ideas for enhancements to the loan process and product

THE QUALIFICATIONS

• Undergraduate degree or higher preferred
• 5+ years customer-centric experience within a high-touch, fast-paced environment focused on servicing and repayment of financial products
• Outstanding written and verbal communication 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.
• Ideally possessing a background incorporating investigative research
• Passion for providing an excellent customer experience with an innate sense of service and empathy for others
• Tech savvy and data-driven
• Fluency in foreign languages or international experience is a plus

Job Types: Full-time, Regular / PermanentPay: Up to ?800,000.00 per yearBenefits:

• Commuter assistance
• Food provided
• Health insurance
• Internet reimbursement
• Provident Fund

Schedule:

• Night shift
• UK shift

Supplemental pay types:

• Performance bonus
• Shift allowance
• Yearly bonus