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Refinance Operations Analyst
Prodigy Finance - who we are
Prodigy Finance is a platform that enables financing for international postgraduate students at the world’s best universities, 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$500 million through the platform to fund over 12,000 students from over 120 countries.
Our team of over 150 (and growing) is already truly global. Our head office is in London with much of the team being based in beautiful Cape Town.
We also have an office in New York plus team members based across Europe and Asia.
We are funded by some of the best, pre-eminent institutions in the world including Index Ventures, Balderton Capital, AlphaCode, Credit Suisse and Deutsche Bank.
Why this is an amazing opportunity
Based in Cape Town, this role will play an important role in scaling our new refinance loan product and delivering a phenomenal product and customer experience for some of the best international clients in the world.
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 120 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.
One of our goals is to build one of the top FinTech teams and cultures anywhere in the world. This means putting a lot of time into ensuring we only hire people with exceptional potential and creating the best working environment possible.
If you want to work somewhere where you're learning from some of the best brains in FinTech, this would be a good fit.
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 one of the top European 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
The main focus of this role is to work with the Refinance Operations Lead to manage customer support for our refinance product.
You will need to :
Collaborate with the Refinance team to scale our loan refinance product for international clients
Answer incoming initial queries for our refinance loan product
Identify and track growth opportunities / insights from incoming queries / customer or B2B interactions
Represent Prodigy Finance in B2B communications and interactions between loan providers and our customers resulting in effective settlement of previous loans
Identifying campaign opportunities which drive conversion / unlock growth opportunities in the Refinance market
Handle complex escalations / complaints timeously, responsibly, professionally and in accordance with FCA guidelines
Report on effectiveness of campaigns, tracking and reporting on funnel movements, measuring efficiency of internal processes and customer engagement (driving conversion through refining processes)
Be the key touch point for new refinance applicants by answering questions via email, phone or chat from loan process or actual loan offer until systems are fully automated
Effectively upsell the refinance loan product against competitor loans
Work closely with other Operations Teams (Verification and Fulfilment) in refinance loan processing
Keep track of refinance user insights and feedback in a structured and thematic way. Key liaison to UX / Product teams for refinance user feedback loop
Proactively call refinance clients to remind about verification tasks, chasing for loan signature or clearing outstanding concerns
Review customer support processes and provide feedback on high performance standards
Help to drive referrals
What you will be measured on
Effective answering of incoming initial queries for our refinance loan product
Handling of day-to-day operations with refinance clients
Maintaining a high service level quality
Identifying opportunities for growth
Challenging refinance process and improvement
Monitoring SLA’s and KPIs for WNS CT
Collecting feedback and implementing ideas to improve internal process and client relationships within the Refinance team
What you need to be great at
Structured, highly organised, able to multi-task; able to remain calm and collected under pressure
Great customer focus
Detailed orientated and execution focused
Thriving in uncertainty with the ability to create structure amidst disruption
Optimistic, positive outlook, highly likable, upbeat and energetic. Enjoy building rapport and trust, can foster a sense of open communication
High EQ; can read people, excellent listening skills, patience, motivation to understand the needs and wants of others, concerned with helping others to achieve their goals
Bias to action and collaboration; create ideas, think outside the box, ability to solve complex problems and find solutions, be proactive, use initiative to develop and improve
Start-up DNA; resilient, gets things done, 80 / 20, carpe diem, adaptable to change, huge capacity for hard work in a relentlessly fast paced environment
Global citizen; interested in working with multiple cultures, thirst for learning about philosophies, social behaviours and education systems of other nationalities and countries
Who we are looking for; track record must haves
Customer service experience within financial services
Experience working with global customers and an understanding and appreciation for multiple cultures
Strong administrative skills with demonstrable experience in improving processes and ways of working
Excellent communication skills and a track record of delivering top customer support
Degree qualification or equivalent
Experience that would be nice to have (but we’ll trade off if everything else fits)
Exposure to B2B sales
Marketing or data analytics experience
The Prodigy Finance fit; attributes which run true in everyone at Team Prodigy
To be an A player at Prodigy Finance, you need to possess in spades - the following attributes :
Innovative + Smart
Be curious enough to want to know more, think out the box, maybe even break the box, show initiative and be smart about it to find implementable, impactful solutions.
International + Accountable
Push yourself to be better every day. Work with others across the world, be resilient, add value and then hold yourself accountable.
Encourage and celebrate each other.
Energetic + Fun
Sense of humour survival. Bring energy and fun. Wear your heart on your sleeve. Work hard and find the time to play. We’re in this together.
Do you want to be our next Refinance Customer Support Specialist? Here’s what to do now :
If this sounds exciting and you'd like to have an informal chat, get in touch below and tell us why you want to work at Prodigy Finance.