Global Collections Analyst - Servicing (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 BANGALORE, INDIA AND REPORTS DIRECTLY TO THE TEAM LEAD-SERVICING & COLLECTIONS

THE ROLE

As a Collections Specialist you will be the first point of contact and voice of the company to interact with delinquent borrowers. You will help in growing and nurturing customer relationships on every interaction that results in measurable customer value, while finding 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 for delinquent borrowers and ensuring low delinquencies by timely and effective collections.
• Integrating problem solving and negotiation skills to establish successful resolution of customer and account related issues
• Curing delinquent accounts by working with the borrower to bring payments up to schedule.
• Identifying the opportunity areas for increasing collection efficiency and proactively communicate with stakeholders
• 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
• Analyzing any trends that come up during handling delinquent accounts and communicating the same to improve overall team performance

THE QUALIFICATIONS

• Bachelor’s degree in business, finance or any related field.
• Minimum 2+ years customer-centric experience within a high-touch, fast-paced environment focused on servicing and repayment of financial products
• Prior collections 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
• Strong interpersonal, communication and listening skills and comfortable connecting with customers via phone, email, and chat
• Excellent negotiation skills with proven ability to apply critical thinking to complicated problems for timely and effective resolution.
• Ideally possessing a background incorporating investigative research
• Empathetic, collaborative and possesses high level of accountability
• Ability to work in a high-stress environment; managing stress professionally and without disruption to the operation, employees, or customers

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.