Relationship Manager - (China Focus - Mandarin Speaker) - Customer Relations

THE ROLE

You- ll be the preferred point of contact and voice of MPOWER for our applicants and borrowers from all over the world who speak Mandarin or Cantonese Chinese. Your focus will be on maintaining strong relationships with new and existing customers, ensuring the highest quality of service, understanding customer's needs at various stages of a customer's journey through an MPOWER loan and supporting re-engagement initiatives even after the loan is closed.

Your responsibilities will include, but are not limited to:

- Sourcing and proactively identifying the right opportunities for the customer and guiding them through the appropriate products and services - taking into account their long term aspirations and goals

- Owning the customer experience by delivering superior service through multiple channels (phone, email, chat, etc.) to both responsively and proactively connect with potential borrowers and applicants to help them navigate the loan process or troubleshoot issues.

- Collaborating with marketing and business development teams to develop new relationships with leads and / or potential customers, as well as with the Credit, Servicing and Funding teams to ensure a smooth flow of customer operations and experience

- Assisting with curating and translating content to be delivered through multiple China-focused social media platforms

- Analyzing borrower data and trends while bringing a continuous improvement mindset to the team to optimize operations and deliver a better student borrower experience

THE QUALIFICATIONS

- Bachelor's degree in a related field, or higher

- 4+ Years of experience in a B2C local or international customer service role or support experience in a high-touch, fast-paced environment

- Prior work experience within financial services and/or higher education industries will be a distinct advantage though not mandatory

- Strong understanding of the Chinese culture, the Chinese social media and tech platforms, and the associated student demographic

- Must have prior experience in a sales oriented and/or targets driven environment with a proven track record of success

- Passion for customer service and relationship management with an innate sense of service and empathy for others

- You must be immensely data driven and be comfortable to drive your own strategy using numbers

- Outstanding written and verbal communication skills in English and Mandarin Chinese - native or near-native proficiency in Mandarin Chinese required. (non-native speakers must possess a HSK proficiency certificate level 4 and above)

- Exceptional organizational skills and attention to detail

- Shifts will be required to accommodate US/Canada business hours- (11am - 8pm IST)

- A passion for financial inclusion and access to higher education is a must, as well as comfort working with a global team across multiple-time zones and sites!

In addition, you should be comfortable working in a fast growth environment, meaning a small agile team, fast-evolving roles and responsibilities, variable workload and tight deadlines, a high degree of autonomy, and 80-20 everything.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.