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 responsible for ensuring that MPOWER adheres to the highest customer service standards. You will be part of a quality assurance team that supports the Customer Relations team by reviewing calls, emails, and application documentation to coach Relationship Managers and help them achieve their targets. Your responsibilities will include, but are not limited to:

• Reviewing and assessing the quality of customer communication of Relationship Managers via phone, email, and chat.
• Supporting and coaching Relationship Managers to improve and enhance interaction quality and customer experience
• Assisting in developing, and implementing quality processes and procedures
• Creating customer-centric communication content such as FAQs, Chatbot, customer service email templates
• Preparing quality reports and analyzing trends for presentation to senior leaders

THE QUALIFICATIONS

• Bachelor’s degree in a related field, or higher
• 3+ years of experience in quality assurance in a fast-paced, high-touch environment
• Prior experience working in financial services, preferred
• Must have prior experience with QA in a sales oriented and/or targets driven environment
• Outstanding written and verbal communication skills in English and comfortable interacting with customers via multiple communication channels
• Passion for customer service and relationship management with an innate sense of service and empathy for others
• Analytically driven with an ability to interpret and derive insights from data
• Exceptional organizational skills, listening skills and attention to detail
• Lean Six Sigma Certification is a plus

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 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.