Manager/Senior Manager - B2C Customer Success - BFSI

Manager/Senior Manager - B2C Customer Success - Finance & Education

- You will be the preferred 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:

- Maintaining strong relationships with existing customer base and ensure the highest quality of service; understand customer's needs at various stages of a customer's journey through an MPOWER loan and support re-engagement initiatives even after the loan is closed.

- Proactively identifying the right opportunities for the customer and guide them through the appropriate products and services - taking into account their long term aspirations and goals

- 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.

- Collaborating with marketing and business development to develop new relationships with leads and / or potential customers, as well as with the Credit, Servicing and Funding teams to ensure a smooth flow of customer operations and experience

THE QUALIFICATIONS :

- Bachelor's/PG degree in a related field, or higher

Years of experience :

- For Senior Relationship Manager: 7+ years of B2C local or international customer service or support experience in a high-touch, fast-paced environment

- For Relationship Manager: 4+ 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

- You must be immensely data driven and be comfortable to drive your own strategy using numbers

- 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.

- Shifts will be required to accommodate US/Canada business hours- (5pm - 2am IST)

- 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.