Customer Service and Disputes Specialist

3 weeks ago

Cape Town, South Africa Prodigy Finance Limited Full time

**Prodigy Finance - who we are?**

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 democratize access to life changing education, whilst delivering competitive financial and social returns to alumni, and 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$1.7 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.

**Why this is an amazing opportunity?**

This role is perfect for an experienced customer services professional who is passionate about complex problem-solving in a customer service context, and who wants to supercharge their career by experiencing first-hand what it is like to be part of an energetic, growing company.

The sense of impact and reward will be huge. You will help to build a product which makes a very real difference in the world. Be a part of delivering socially responsible financial services to the masses; make it possible for students from more than 150 countries to obtain the finance to fulfil their dream of studying at the world’s top universities and schools.

We are a small non-hierarchical team; this means that you are going to get exposure to all aspects of our business immediately. You’ll gain as much accountability as you can handle and have a huge influence on scaling the company.

Our team is very international and very sociable; you will interact with the broader business on a regular basis. The position will be based in Cape Town.

**Why join Prodigy Finance?**
- Be a part of a pioneering global growth company
- Experience the excitement and learn from being part of an incredibly fast-growing young company. No kidding - exponential growth. Happening right now
- Be pivotal in scaling the business by identifying smart solutions and partners with tech at the heart of it
- Enjoy the agility and flexibility offered by a startup culture. A sociable, relaxed and friendly work environment (with a serious coffee culture where you can wear shorts to work)
- We will help you make your mark. Make a real impact on the business and experience a steep learning curve with huge opportunities to grow and develop
- Gain an inside perspective on the functioning of a venture-backed FinTech startup, backed by top VCs, learn day-to-day management and build functional expertise
- Build a platform that helps to make a very real difference in the world

**What you will do in the role?**
- Detailed customer account investigation, reconciliation and case file preparation
- Monitoring active complaints to ensure they are resolved within the regulatory prescribed SLA. This includes logging complaints, ongoing monitoring monitoring of complaints and resolving complaints while being impartial
- Case manage vulnerable customers who require additional support, with TCF in mind
- Presenting complaint cases where an escalated decision is required to resolve the case
- Collaborating with multiple stakeholders to resolve complex cases including Operations, Finance and Compliance stakeholders
- Conduct and present findings on Root Cause Analysis and ensure that line managers have action plans to close root causes

**What you will be measured on**
- Attention to detail and thoroughness of case investigation and preparation
- Resolving of cases within agreed service level time frames and in line with SOP's and compliance
- Ability to work with stakeholders to resolve cases
- Ability to resolve customer cases in a winning manner
- Tracking how root causes are addressed

**What you need to be great at**
- Methodical, logical and high attention to detail in case investigation and management
- Excellent written and spoken communication skills including simplifying complexity when dealing with customers and stakeholders, and adapting communication to match our brand style
- Ability to deal constructively and authentically with customers in emotionally charged situations that create a positive outcome
- Creating a sense of urgency and driving cases to completion with the customer

**Who we are looking for; track record must haves**
- Financial services expertise in a lending context
- Financial administration and/ or account reconciliation
- Dealing with complex and or vulnerable tier 3 or 4 customer cases which may require legal and compliance working knowledge
- Motivated by turning around complex

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