Servicing SpecialistProdigy Finance

• Managing your attendance, timekeeping, and personal effectiveness to maintain required SLAs and/or turnaround times on borrower communication/queries
• Providing professional, warm clear customer service to assist and educate borrowers (our customers) on: 
• How to use our customer app and portal and how to access self-service features
• All queries relating to their loan, loan statement, and managing the repayment and final settlement of their loan.
• Cure delinquent accounts by working with the borrower to bring arrears up to schedule
• Repayment options, how to make a payment, and the consequences of non-payment
• Understand and advise borrowers on the best solutions and processes that would assist them in their current situation
• Work with other teams and customers i.e. inter-functional assistance and feedback
• Having deep subject matter expertise developed over time
• Hit targets in a fast-paced, high-volume, and high-quality customer services environment
• Ensure weekly tasks are completed

What would the ideal candidate be great at?

• Have an empathetic yet firm approach to dealing with high-net-worth individuals
• Proven people management skills, preferably with people from different cultures and countries
• Strong attention to detail and administrative discipline; able to identify, escalate and correct any errors when made by any part of the team or business
• Ability to listen well and show empathy 
• Proven ability to remain calm under immense pressure
• Ability and willingness to deal directly with specific tasks and inquiries where required
• Advanced troubleshooting and multi-tasking skills
• Excellent interpersonal and communication skills, both verbal and written
• Ability to assess complex situations and use creativity to solve problems
• Established negotiation skills
• Proven ability to operate independently
• Self-assurance and a confident manner
• Have the ability to debate constructively and challenge conventional wisdom 
• Process control and process thinking – understanding the impact of how changes upstream affect customers and stakeholders in all parts of the value chain
• Accountable, being comfortable with being the first point of contact for internal and external stakeholders
• Great financial acumen, understanding of the functional and operational elements of a financial business and products

Qualifications and experience

• Degree qualified or equivalent
• 3+ years’ experience in financial services
• Experience in managing processes from beginning to execution and resolution
• Experience in dealing with recovery processes under TCF principles
• Excellent communication skills, both written and verbal
• The ability to communicate and negotiate with a variety of internal and external customers
• Thrives in a busy environment and handles stressful situations calmly and professionally
• Team player, willing to help other areas to work as one team

Experience that would be nice to have

• Ideally you will have experience with US-based consumer protection law and TCF principles. 
• Lending – ideally you would have worked for a lending business
• Experience in a loan servicing role
• Fintech experience – hopefully you would have experienced the excitement and challenges of working at the bleeding edge of disruptive technology within financial services
• Experience with FCA or have worked in a business that is FCA regulated before
• Growth Company experience – you may have experienced rapid growth in your current role or company, knowing how to keep pace with changing processes and dependencies