Job Opportunities at Tala

Duties:

• Efficiently and promptly resolve customer complaints and questions by clarifying the customers’ issue; determining cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.
• Build a good standing relationship with our customers.
• Follow communication procedures, guidelines, and policies.
• Provide accurate and complete information by using our communication methods.
• Record customer interactions.
• Work with customer service Team Lead to ensure proper service to customers is being delivered.
• Provide feedback and ideas on the efficiency of the customer service processes.
• Reliably fulfill duties during scheduled shifts, including nights and weekends.
• Escalate any customer complaints to the Team Lead and ensure solutions have been sort on the same on time.

Requirements:

• Strong decision making and conflict resolution skills.
• Willingness to work a flexible schedule.
• Ability to communicate clearly and professionally verbally and in writing.
• Ability to handle customer complaints.
• Good work ethic and team player.
• Fast at typing and working in modern web technology.
• Fast at learning new systems and processes.
• Ability to manage and work under pressure.

Skills and Qualifications:

• Customer service skills and experience
• Product knowledge
• Quality Focus
• Problem solving
• Conflict Resolution
• Multi-tasking
• Good communication skills
• Experience with ZenDesk is a plus

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The position purpose is ensuring an excellent standard of caring service, maintaining customer relationships, and representing Tala’s brand of modern and convenient customer-centric service.

Duties:

• Call customers with overdue accounts
• Understand and explain benefits of repayment and credit history to customers
• Correct customer misunderstandings on product policies and terms
• Diffuse tension from bad customer experiences with the application
• Set up payment plans and follow-up schedule
• Establish and maintain caring relationships with customers
• Escalate difficult or unusual cases to Team Lead
• Escalate and document problems with customer identification information
• Provide feedback on reasons for default to Team Lead
• Champion the voice of the customer to Team Lead by providing input on product and user experience
• Engage in creative projects and tasks at the request of Team Lead (example: onboarding welcome calls, white glove service for top customers, etc.)
• Apply the best skills in customer approach and payment negotiations to ensure optimum results.
• Engage customers to a friendly conversation to establish reasons for nonpayment and provide best way forward and suggestions that result to collections.
• Educate customers on consequences for late payments and help them to come up with a payment plan.

Requirements:

• Strong problem-solving, negotiation, and conflict resolution skills
• Excellent communication skills, both verbally and in writing
• Willingness to work a flexible and variable schedule
• Patient and able to handle customer complaints or misunderstandings
• Strong work ethic, punctual, accountable, and team player
• Fast at typing and working with modern, digital technology
• Quick learner, creative
• Able to multi-task and work on multiple projects simultaneously
• Readily accepts feedback and incorporates changes into behavior
• Intellectually curious and unafraid to ask questions
• Desire to go above and beyond job requirements to deliver an excellent customer experience and create capacity-building change for the company

Skills and Qualifications:

• Graduate Degree or Diploma Required
• previous collections experience,
• high level of financial literacy,
• personal or professional experience with
• Experience with multiple types of formal and informal credit products