Economic Mobility Specialist

24 hours ago

Batangas, Calabarzon, Philippines beBeeQuality Full time ₱1,500,000 - ₱2,500,000
Job Overview

We're driven to empower our customers and their communities to achieve lasting economic growth.

At Possible Finance, we're revolutionizing consumer finance by prioritizing our customers' financial well-being over profit.

We're a Public Benefit Corporation committed to unlocking economic mobility through affordable credit products that foster financial stability.

Founded in 2017, our lead investors are Canvas and Union Square Ventures. We have over 100,000 reviews on the App Store with a 4.8-star average rating.

In just a few years, we've redefined how people approach small-dollar loans—delivering over $1 billion in funding to more than 1 million customers, issuing over 4 million loans, and saving our customers more than $500 million.

Role Description

In this position, you'll evaluate support projects and administrative duties to pinpoint areas for enhancement and provide actionable suggestions.

Your expertise will contribute significantly to improving the customer experience, boosting agent productivity, and maintaining operational standards within Operations.

Key Responsibilities
  • Evaluate customer interactions: Scrutinize customer support interactions via multiple channels (e.g., phone, email, chat) to ensure exceptional service quality and alignment with company policies and procedures.
  • Evaluate back office task-handling: Review the back office team's handling of underwriting and credit dispute tasks to assess the quality of handling and adherence to company policies and procedures.
  • Identify opportunities for improvement: Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • Provide feedback and coaching: Deliver constructive feedback to support agents based on evaluation results. Collaborate with floor support and team leads to provide mentorship and development opportunities for the team.
  • Develop QA standards: Support in establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
  • Report and track metrics: Compile and report on team performance trends.
  • Cross-functional collaboration: Work closely with the customer support and back office teams, training and documentation, and leadership to implement quality improvement initiatives.
What You'll Need
  • Excellent analytical skills with ability to analyze complex data.
  • Strong communication and interpersonal skills.
  • Able to work effectively in a fast-paced environment.
  • Knowledge of quality assurance principles and practices.
Benefits
  • Competitive salary and benefits package.
  • Ongoing training and professional development opportunities.
  • Collaborative and dynamic work environment.
About Us

We're a mission-driven organization committed to making a positive impact on our customers' lives. Our goal is to create a better future for everyone.

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