Customer Success Associate - 6 months Contract

Branch Overview

Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, and India, Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility. With over 49 million downloads, Branch is one of the most popular finance apps in the world.

Branch’s mission-driven team is led by the founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced our Series C and had garnered more than $100M in funding with investments from leading Silicon Valley firms, including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).

We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive.

Responsibilities:

• Customer Service: Delivering efficient and friendly responses to customer across different channels (main responsibility)
• Credit Risk: Evaluate loan applications for new borrowers applying for Branch loans, find and prevent fraud (main responsibility)
• Servicing & Collections: Proactively reaching out to borrowers who have missed payments
• Product: Escalating customer feedback and IT bugs to help improve our product
• Finance: Manage refunds, repayments, and other payment processes
• General: Various administrative projects as needed

Qualifications:

• 1-4 years of previous job experience in customer service primarily via calling
• Proficient in Hindi and English communication
• Passionate about our mission and our customers
• Highly entrepreneurial, proactive, and willing to get your hands dirty
• Excellent communication skills, both oral and written
• Good grammar, spelling and punctuation
• Driven by data and highly analytical, good understanding of excel preferred
• Ideal candidates will be extremely flexible with scheduling e.g. willing to work on weekends and occasionally holidays