Servicing Specialist - Cape Town, South Africa - Prodigy Finance Limited

Prodigy Finance Limited

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Prodigy Finance - who are we?

Prodigy Finance is a platform that delivers socially responsible financial services; making it possible for students from more than 130 countries to fulfill their dream of studying at the world's top universities and schools by financing their international postgraduate studies.

Our purpose is to democratise access to life changing education, whilst delivering competitive financial and social returns to alumni, institutional and private investors.

Our 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 in assessing creditworthiness.

Since 2007, Prodigy Finance has extended over US$1.4 billion through the platform to fund over 28,000 students.

We are funded by some of the most highly regarded and pre-eminent financial institutions in the world, including Index Ventures, Balderton Capital, Credit Suisse, Deutsche Bank, and more recently the US DFC and CPPIB.

What will you do in the role?
We are looking for an experienced loan servicing specialist to join our Servicing Team based in Cape Town. This person will be fully accountable for managing customer interactions, processes and systems around loan servicing and repayment.

Prodigy Finance's Servicing Team is located in Cape Town, South Africa with the role reporting to the Servicing Team Leader.

What are some of the responsibilities of this role?

Managing your attendance, time keeping and personal effectiveness to maintain required SLA's 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 nonpayment
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. interfunctional assistance and feedback
Hit targets in a fast paced, high volume and high quality customer services environment
Ensure weekly tasks are completed
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 enquiries where required
Advanced troubleshooting and multitasking 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
Selfassurance and a confident manner
Have the ability to debate in a constructive manner and to 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 by internal and external stakeholders
Great financial acumen, understand 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
With cu