Prodigy Finance - who are we?
Prodigy Finance is a platform that delivers socially responsible financial services; making it possible for students from more than 150 countries to fulfil their dream of studying at the world’s top universities and schools by financing their international postgraduate studies, 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 extended over US$1 billion through the platform to fund over 19,000 students.
We are funded by some of the best, pre-eminent institutions in the world including Index Ventures, Balderton Capital, RMIH, Credit Suisse and Deutsche Bank
What will you do in the role?
Our Schools team acts as the liaison between schools, Operations and our Acquisitions team. Our main focus is delivering top notch operational support to school administrators. We are responsible for on-boarding all schools, courses and classes, maintaining the database of school information and owning certifications and operational communications with our supported schools. We are looking for a self-starter who is able to support our US schools between the hours of 12h30 and 21h00.
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.
What are some of the responsibilities of this role?
Specific responsibilities are to:
As a School Support Specialist, you will be responsible for a specific set of our supported Universities, including but not limited to: information maintenance and owning the on-boarding and certifications processes (with our third-party certification partner)
Be accountable for turnaround times, customer service levels, handovers and escalations (your SLA’s) of each customer at your select Universities
Help resolve issues first time and promptly escalate unresolved issues as appropriate
Ensure high quality delivery of customer experience across multiple channels (email, calls, chat)
Learn – and ultimately become a technical expert for - our Prodigy loan product, certifications and on-boarding processes. Use this technical knowledge to respond to internal and external customer service requests and to enable resolution in a timely manner. 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
You will be required to work very closely with our Business Development and Operations teams. Meeting regularly to report and feedback any school specific or escalated cases to the relevant BD School Representatives and Operations Service Leaders
At times, you may be required to work closely with other functions, notably Student Marketing or our Technical team to improve the service offering and test new school related products
What would the ideal candidate be great at?
Customer orientation; able and willing to find out what the customer wants and needs and to act accordingly while taking the organisation's costs and benefits into account
Strong attention to detail; logical, systematic, and obsession for errorless work
Excellent verbal and written communication skills
Process Control; planning and organising; able to manage a relentlessly high workload to 100% accuracy
Listen well, be biased to action and find solutions
Strong ability to work independently with minimal supervision
Excellent critical judgement; able to make good decisions, be trusted, respected and dependable, be proactive and responsive, ask the right questions, raise flags at the right time, able to prioritise and plan
A sense of urgency; be 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
Qualifications and experience
Degree qualified or equivalent
Client services experience in a fast paced and high quality customer service environment
Excellent communication skills, both written and verbal
Professional demeanour
Proficient on Excel
Exceptional attention to detail
Demonstrable experience and success – hitting targets - in a fast paced, relentlessly high volume and high-quality customer service environment
Internal operations applicants wishing to apply should be hitting a DPU quality score of >98% consistently
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
Operational experience would be advantageous, with a working knowledge of Zendesk or similar
