Job Description
Tala is a company focused on empowering the unbanked population globally by providing financial services. They are seeking Recoveries Advocates for project-based work. In this role, you will handle customer inquiries, resolve repayment issues, and focus on providing information efficiently. You will manage multiple tasks, collaborate with departments, and contribute to improving Tala's products and customer experience. The ideal candidate is customer-centric, passionate about helping customers achieve their financial goals, and eager to make an impact. This role is part of a team supporting Project Expanded Access, requiring adherence to quality standards and prompt resolution of customer concerns.
Good To Have:
- Quality typing skills
- Work with online tools
- Strong decision-making skills
- Conflict resolution skills
- Willingness to work a flexible schedule
- Communicate clearly and professionally
- Handle customer complaints
- Good work ethic
- Team player
- Fast typing
- Work with modern web technology
- Fast at learning new systems
- Manage and work under pressure
Must Have:
- Resolve customer issues affecting repayments
- Adhere to call quality and performance standards
- Promptly resolve customer concerns and questions
- Build good customer relationships
- Follow communication procedures
- Provide accurate information
- Escalate customer complaints
- Work with Recovery Team Lead
- Provide feedback on customer service processes
- Fulfill duties during scheduled shifts
About Tala
Tala is on a mission to unleash the economic power of the Global Majority – the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by the Fortune Impact 20 list, CNBC’s Disruptor 50 five years in a row, CNBC’s World's Top Fintech Company, Forbes’ Fintech 50 list for eight years running, and Chief's The New Era of Leadership Award. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about our mission.
By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, over nine million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.
Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we’d love to hear from you!
About the Role
Advocates focus on servicing our customers' daily inquiries, by providing information, resolving issues that might arise, and focusing on quality of information, helping customers resolve repayment and other issues, and efficiency in time management.
Team members can manage multiple tasks at a time and work with all departments to ensure company growth and improve Tala’s products for customers.
This role is part of a team driven by customer experience with a passion for servicing customers to the best of our ability. The Team Member’s goal would be to participate in daily customer engagement and focus on helping our customers succeed in their goals.
We expect all team members to come every day looking to make an impact on our customers and help our business improve in the process.
This is a team that will support Project Expanded Access.
What You'll Do
- Work with the customer to resolve issues affecting repayments
- Strictly adhere to call quality and performance standards
- Efficiently and promptly resolve customer concerns and questions by clarifying the customers’ issue; determining cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.
- Build a good standing relationship with our customers.
- Follow communication procedures, guidelines, and policies.
- Provide accurate and complete information by using our communication methods.
- Work with the Recovery Team Lead to ensure proper service to customers is being delivered.
- Provide feedback and ideas on the efficiency of the customer service processes.
- Reliably fulfill duties during scheduled shifts
- Escalate any customer complaints to the Team Lead and ensure solutions have been sort on the same on time
What You'll Bring
- Quality typing skills and ability to work with online tools
- Strong decision making and conflict resolution skills.
- Willingness to work a flexible schedule.
- Ability to communicate clearly and professionally verbally and in writing.
- Ability to handle customer complaints.
- Good work ethic and a team player.
- Fast at typing and working in modern web technology.
- Fast at learning new systems and processes.
- Ability to manage and work under pressure.
- Willing to work on-site or remotely, as necessary.
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