Customer Support Specialist - Contract (US Hours)

  • Prodigy Finance
  • Cape Town, South Africa
  • Oct 08, 2017
Full time Customer Service

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$300 million through the platform to fund students from 118 nationalities, with exceptionally strong repayment rates.

Our team of 110 (and growing) is already truly global. Our head office is in London but the majority of the team is 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 and entrepreneurs in the world.

Why this is an amazing opportunity

This role is perfect for an Operations and Customer Service professional who thrives in a complex environment and who wants to supercharge their career by experiencing first-hand what it is like to be part of an energetic, extremely fast-growing startup.

We are a non-hierarchical, non-corporate team; this means that you are going to get exposure to all aspects of our business immediately and be able to take on as much accountability as you can handle.

The sense of impact and reward will be huge. You will help to build a company that helps students from more than 100 countries to obtain the finance to fulfil their dream of studying at the world’s top universities and schools.

Our team is very international and very sociable; you will interact with everyone 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, so you’ll have time to learn new skills in work time and at the company’s expense.

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

Our origination team focuses on the progress of student applications moving through our loan application process, via the Prodigy Finance platform. We are responsible for ensuring that each applicant moves through the process smoothly and all the necessary details are accurate and on time. We are looking for a self-starter who is able to support our students on a contract basis between the hours of 13h00 and 22h00.

At certain points in the year, the volume of applications is massive, but our targets on quality and customer service remain uncompromisingly high. We partner with some of best schools in the world, so our customer protocols have to work across all geographies and for all student bodies.

Specific responsibilities are to:

  • As an Operations Administrator, you will be responsible for a specific section of our applications funnel, owning the turnaround times, customer service levels, handovers and escalations (your SLA’s) of each customer through your area of expertise. With our rotation policy in place, you will also have an opportunity to work on each major area of the funnel, from new applications through to final loans disbursed, developing depth of experience while working towards an end-to-end understanding of how we originate student loans
  • Help resolve issues first time, promptly escalate unresolved issues as appropriate
  • Ensure high quality delivery of customer experience across multiple channels (email, calls, Skype)
  • Learn – and ultimately become a technical expert for - our Prodigy loan product and originations process.  Use this technical knowledge to guide students through the process, to respond to customer service requests and to enable resolution. Transfer your knowledge to team mates both formally and informally
  • Be responsible for hitting your day-to-day service level targets. Ensure service levels are maintained and improved where possible. Be a valuable contributor to the operations function.  Inject a sense of fun and fulfilment into your team environment
  • At times, you may be required to work closely with other functions, notably Student Marketing or our Technical Team to improve the service offering

What you need to be great at

  • Customer orientation; able and willing to find out what the customer wants and needs and to act accordingly, taking the organisation's costs and benefits into account.  Listen well, be biased to action and find solutions
  • Process Control; Planning and organising; attention to detail; able to manage a relentlessly high workload containing hundreds of small tasks to 100% accuracy
  • A sense of urgency; energetic, resilient, think clearly, respond quickly and appropriately, do the right thing at pace.
  • Focus on quality; Set high quality standards for your work and strive for continuous improvement

Who we are looking for; track record must haves

  • Customer experience in a fast paced, high volume and high quality customer service environment
  • Completed NQF Level 4 (minimum) qualification
  • Demonstrable experience and success – hitting targets - in a fast paced, relentlessly high volume and high quality customer service environment

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

  • Experience in a fast-growing and changing environment. 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 we continue to grow
  • Experience in a customer services environment where the product and platform is technically complex.  You need to show us that you can become a functional expert in the technical components of our proposition quickly
  • Specific call centre operational experience would be advantageous, with a working knowledge of Zendesk or similar 

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.

Do you want to be our next Customer Support Specialist?  Here’s what to do now:

 If this sounds exciting and you'd like to have an informal chat, get in touch below and tell us why you want to work at Prodigy Finance.