Customer Service & Growth Associate - 6 Month Contract

  • Prodigy Finance
  • Bangalore, Karnataka, India
  • Oct 07, 2017
Full time Business Development Customer Service Marketing

Job Description

Prodigy Finance - Who we are

Prodigy Finance is a platform that enables financing for international postgraduate students at the world’s best universities, whilst delivering competitive financial and social returns to alumni, institutional and private investors.

This borderless and innovative model enables education loan financing to students from across the globe, whilst using predicted post-degree affordability rather than present-day salary. Since 2007, Prodigy Finance has processed over US$325 million through the platform to fund over 7000 students from 118 countries.

Our team of 115 (and growing) is already truly global. Our head office is in London with much of the team being based in beautiful Cape Town. We also have an office in New York plus team members based across Europe and Asia.

We are funded by some of the best, pre-eminent institutions in the world including Index Ventures, Balderton Capital, AlphaCode, Credit Suisse and Deutsche Bank. 

Why this is an amazing opportunity

This role is perfect for a resilient, customer-facing, out-of-the-box doer who wants to supercharge their career by experiencing first-hand what it is like to be part of an energetic, extremely fast growing company.

The sense of impact and reward will be huge. You will help to build a business which makes a very real difference in the world. Be a part of delivering socially responsible financial services to tomorrow’s leaders; make it possible for students from more than 100 countries to obtain the finances to fulfil their dream of studying at the world’s top universities and schools.

We are a non-hierarchical team; this means that you are going to get exposure to all aspects of our business immediately. You’ll own the role and its responsibilities and will work closely with the broader team. The opportunity to gain as much accountability as you can handle, and to have a huge influence on scaling the company, is completely in your hands.

Our team is very international and very sociable; you will interact with stakeholders in the business around the world on a regular basis.  Being an organisation that’s passionate about education, we place a high value on learning and personal growth.

One of our goals is to build one of the top FinTech teams and cultures anywhere in the world. This means putting a lot of time into ensuring we only hire people with exceptional potential, and creating the best working environment possible. If you want to work somewhere where you're learning from some of the best brains in Fintech, this would be a good fit.

Why join Prodigy Finance

  • Be a part of a pioneering global growth company
  • Experience the excitement and learn from being part of an incredibly fast-growing young company. No kidding - exponential growth. Happening right now
  • Be pivotal in scaling the business by identifying smart solutions and partners with tech at the heart of it
  • Enjoy the agility and flexibility offered by a startup culture. A sociable, relaxed and friendly work environment (with a serious coffee culture where you can wear shorts to work)
  • We will help you make your mark. Make a real impact on the business and experience a steep learning curve with huge opportunities to grow and develop
  • Gain an inside perspective on the functioning of a venture-backed Fintech startup, backed by top VCs, learn day-to-day management and build functional expertise
  • Build a platform that helps to make a very real difference in the world

What you will do in the role

Reporting to the Regional Partnerships Manager in Business Development, you will be responsible for supporting a phenomenal customer experience for some of the best student bodies in your region. You will also help build long-term relationships with leading student clubs at undergraduate colleges and other student organisations. 

  • Serve as a key Prodigy Finance touch point for students to enable a smooth and seamless loan agreement process
  • Represent the Prodigy Finance business on college campuses, webinars, fairs, student meetings, and social media to spread awareness and build credibility. 
  • Manage student social media groups such as WhatsApp, Facebook, etc. Monitor, listen, and respond to questions in a community-minded way with positivity and timeliness
  • Support our Business Development team to monitor application trends at each university, city, or other segment. Identify new student growth opportunities and differentiate Prodigy Finance from other lenders
  • Problem solve student issues in your region by liaising with the Regional Partnerships team and implementing scalable, replicable solutions to resolve student issues
  • Lead weekly meeting on data-driven and actionable student insights, trends, and opportunities derived from your work
  • Develop with the most effective ways to share information on Prodigy Finance’s product and services to students around your region
  • Build a repository of information on each customer profile/segment for internal teams’ understanding. Understand the unique needs of each segment, the decision-making process, and how Prodigy Finance can best fit into it
  • Travel within your region, occasionally with little prep time, and often with one or more of the Regional Partnerships team members
  • Seamlessly orchestrate impactful borrower and parent events with many moving parts. Have a plan B and C ready to go at all times
  • Be proactive in finding solutions to challenges. You will be representing the Prodigy Finance business in India, and you will be the primary point of contact on the ground. You will need to liaise with the business in identifying potential challenges and identifying possible solutions

What you will be judged on

You’ll be measured on the following:

  • Establishing new relationships with schools and borrowers as a representative of Prodigy Finance in India
  • Increasing Prodigy’s profile and credibility in India with the result of increasing number and quality of registrations and applications submitted to the business
  • Improving borrower experience and journey by effective liaison with the Regional Partnerships team
  • Sharing insights and implementing feedback loops to effectively translate lessons learned for other teams

What you need to be great at

  • Structured, highly organised, able to multi-task and project manage; can correctly prioritise multiple issues. Able to remain calm and collected under pressure
  • Soliciting relevant feedback into an action plan, implementing change where necessary and managing/facilitating conflict maturely and constructively 
  • Energetic, positive outlook, highly likeable, and upbeat. Enjoy building rapport and trust, can foster a sense of open communication
  • High EQ; can read and connect with people from a wide range of backgrounds, specifically as it relates to your region of focus. Excellent listening skills, patience, diplomacy, motivation to understand the needs and wants of others, concerned with helping others to achieve their goals
  • Employ a high level of customer service with loads of empathy. Able to discover what the customer wants and act accordingly
  • Strong attention to detail, analytical thinking ability and critical judgement
  • Bias to action & collaboration; create ideas, think outside the box, solve problems and find solutions, be proactive, use initiative to develop and improve
  • Being highly presentable with good communication and interpersonal skills across a number of stakeholder groups
  • Start-up DNA; Resilient, gets things done, 80/20, carpe diem, adaptable to change, huge capacity for hard work in a relentlessly fast paced environment
  • Independent and able to stand on your own feet whilst encompassing a strong team spirit. Comfortable working autonomously with minimal hands-on management whilst being motivated by leading the team to success. Positively influencing others in the team
  • Helper. Strong desire to help others and take on additional responsibilities as required
  • Adaptability. Able to adjust work methods within the new processes, structures or requirements when required

Who we are looking for; track record must haves

  • Experience as an analyst or associate in financial services, consulting, technology, or relevant startup
  • Demonstrable track record of delivering a product or service in a customer led environment; delight the customer, deliver high standards of customer care and excellent customer service
  • Degree qualification and a demonstrable interest in higher education
  • Willingness to travel regularly in your region

Experience that would be nice to have (but we’ll trade off if everything else fits)

  • Understanding of interest rates; gained through personal experience of getting a loan or within a professional environment
  • Start-up experience. Sometimes the earth moves beneath your feet at Prodigy Finance so you've got to be comfortable with ambiguity, able to wear lots of hats, and adapt easily as you set up processes and frameworks for us to grow into.  If you haven’t worked in a start-up before, you need to show us that you have a real desire and potential to be successful in a young, high-growth, non-corporate company
  • Worked in a global company where you have gained experience in managing and building relationships with team members from all over the world in various time zones
  • Speak a second, third, or fourth language

The Prodigy Finance fit; attributes which run true in everyone at Team Prodigy 

To be an A player at Prodigy Finance, you need to possess – in spades - the following attributes:

Innovative + Smart

Be curious enough to want to know more, think out the box, maybe even break the box, show initiative and be smart about it to find implementable, impactful solutions.

International + Accountable

Push yourself to be better every day. Work with others across the world, be resilient, add value and then hold yourself accountable. Encourage and celebrate each other.

Energetic + Fun

Sense of humour = survival. Bring energy and fun. Wear your heart on your sleeve. Work hard and find the time to play. We’re in this together.