Senior Quality Analyst - Servicing - 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 AND REPORTS DIRECTLY TO THE QUALITY MANAGER-OPERATIONS

THE ROLE

As a Senior Quality Analyst you will be responsible for conducting quality monitoring activity across the Servicing team. You’ll be instrumental in continuously improving the quality of customer interactions and ensuring the procedures and policies are adhered to at all times. You will help to coach Servicing Analysts in their communication by focusing on demeanor, product knowledge, accuracy, customer service performance, and adherence to internal processes. Your responsibilities will include, but are not limited to:

• Conducting tests and assessments of compliance, quality and operational controls across the servicing team
• Communicating and escalating breakdowns and weaknesses in key controls
• Following up with business units on compliance and quality issue and incident resolution
• Obtaining, reconciling, and analyzing internal and third-party complaints
• Providing day-to-day support of key compliance processes, including OFAC reviews, marketing and information sharing opt-outs, and data deletion requests
• Proactively identifying opportunities to enhance the customer experience through findings and trends from complaints and testing

THE QUALIFICATIONS

• Bachelor’s degree (or higher) in a related field
• 3+ years in an operational or customer service position, preferably with a focus on control testing and monitoring
• Prior work experience within financial services or edtech is preferred
• Passion for risk management with a desire for operational excellence and efficiency
• Analytically driven with the ability to interpret and derive insights from data
• Excellent written and verbal English communication skills
• Comfortable interacting and collaborating with business functions and individuals throughout the institution (both laterally and horizontally)
• Exceptional organizational skills and attention to detail

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.