Manager at Confidential
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Associate - Customer Success - Finance & Higher Education (2-6 yrs)
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.
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