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Servicing SpecialistProdigy Finance

Western CapeSouth Africa
8 months0 Applicants
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job description - Servicing Specialist

  • 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
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About the company
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We provide collateral-free education loans for international master's students, to pursue their dream degrees at the world’s best schools.

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