Team Lead - Customer Relations (5:00 pm - 2:00 am IST Shift) - Bangalore, India

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

THE ROLE

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

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

THE QUALIFICATIONS

• Bachelor’s degree in a quatitative 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, and higher education industries required
• Must have proven track record 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
• Exceptional leadership skills and ability to relate to people with varied backgrounds and career ambitions
• Outstanding written and verbal communication skills in English and comfortable interacting with global customers via multiple communication channels.
• Excellent 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 comfortable working with a global team across multiple-time zones and sites!

In addition, you should be comfortable working in a fast growth 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.