Customer Experience Manager

The Company
MPOWER's borderless loans and scholarships enable students from around the world to realize their full academic and career potential by attending top universities in the U.S and Canada.

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

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

As a member of our team, you'll be challenged to think quickly, act autonomously, and constantly grow creatively in an environment where fast change and exponential growth are the norm. Ideation and implementation happen very quickly. We value feedback and emphasize personal and professional development by providing the resources you need to further your skills and grow with the company. MPOWER is committed to cultivating your strengths and curiosity and 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 and publications for our leadership in Tech, diversity and social impact. We pride ourselves on being a "growth company for grown-ups," where there are no pool tables but rather great health, education, and maternity/paternity benefits instead. Our team diversity has been recognized as well; we're one of the most diverse workforces in the world in terms of nationality, gender, religion, age, sexual orientation, and educational background.

THIS IS A FULL-TIME POSITION, BASED IN OUR BANGALORE, INDIA OFFICE AND REPORTS DIRECTLY TO ASSOCIATE MANAGER - CUSTOMER RELATIONS
THE ROLE
Responsibilities
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 the student relationship and deliver a superior experience with each and every interaction with the student. Your responsibilities will include, but are not limited to:

• Delivering the highest quality of service to customers by addressing their queries thoroughly and accurately via chat, email and phone
• Contacting existing and potential customers to explain MPOWER's unique product and assisting them in completing the application
• Continually meeting or exceeding daily and monthly targets with respect to call volume and sales

The Qualifications

• Bachelor's degree in a related field, or higher
• Minimum 1-2 years of B2C local or international customer service or support experience in a high-touch, fast-paced environment
• Prior work experience within financial services and/or higher education industries will be a distinct advantage though not mandatory
• Must have prior experience in a sales oriented and/or targets driven environment
• Passion for customer service and relationship management with an innate sense of service and empathy for others
• Analytically driven with an ability to interpret and derive insights from data
• Outstanding written and verbal communication skills in English and comfortable interacting with customers via multiple communication channels.
• Exceptional organizational skills and attention to detail
• A proficiency in other foreign / international or regional Indian languages would be a plus

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

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