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

THE ROLE

As a Servicing 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 the Servicing team 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
• Delivering feedback results of quality observations to team members and making sure that any remedial actions identified are completed efficiently
• Constantly evaluating servicing and collections processes and procedures through quality monitoring to ensure that they deliver the best possible outcome
• Taking part in regular calibration activities to make sure scoring is consistently applied across all Servicing quality activities
• Creating and publishing regular audit reports for leadership information
• Assisting in developing, creating, and implementing process-related quality processes

THE QUALIFICATIONS

• Bachelor’s degree in business, finance, or any related field
• 3+ years of experience in US-based loan servicing or collections
• 2+ years of experience with QA in a sales-oriented and/or targets-driven environment
• Lean six-sigma certification is a plus
• Strong interpersonal, communication, and listening skills and comfortable connecting with customers via phone, email, and chat
• Proven ability to apply critical thinking to complicated problems for timely and effective resolution
• Ability to work in a fast-paced environment; managing competing priorities and adhering to tight deadlines

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.