Customer Service Manager

Wefund is the leading fintech cash lender in the Philippines and owns the online lending platform called JuanHand. JuanHand has over 65 million downloads and disburses over 3.5 billion pesos of loans monthly. Wefund is a subsidiary of Finvolution Group, one of the biggest fintech companies in Asia with a USD27billion loan book. Finvolution is a publicly traded company and listed with the NYSE (FINV). JuanHand has been recognized by the SEC as a Best Practice OLP. Wefund is committed to help the creditworthy yet underserved by offering tech enabled financial products that are pleasant to use, with fair interest rates and fast approval times. Wefund is the trusted fintech lender of choice and operates with the highest level of integrity and ethics. Wefund has a reputation of being an Employer of Choice in the Fintech Lending industry. Our Core Values are ICED Tea: Integrity, Competence, Enthusiasm, Dependability and Teamwork.

Key Responsibilities

Team Management and Performance Improvement:

1. Oversee the daily management, task allocation, coaching, and motivation of the credit card customer service team (including but not limited to phone and online support).
2. Set clear team and individual performance goals (KPIs), such as service quality, call duration, resolution rate, and customer satisfaction, and continuously monitor and optimize performance.
3. Organize and implement training programs to enhance the team's expertise in credit card product knowledge, service skills, risk prevention, and cross-selling.

Service Quality and Customer Experience Monitoring:

1. Monitor interaction quality across various service channels (phone, email, online chat, etc.), conduct regular call reviews, case analyses, and provide feedback.
2. Perform in-depth analysis of customer feedback, complaint data, and satisfaction surveys (NPS/CSAT) to identify pain points, drive process improvements, and enhance the overall customer experience.
3. Establish and refine service quality standards and procedures to ensure consistency and professionalism in service delivery.

Operational Efficiency and Risk Control:

1. Manage on-site operations, optimize scheduling, ensure service level (SL) targets are met, and control costs effectively.
2. Handle escalated complex customer inquiries and complaints, ensuring timely and proper resolution of critical issues.
3. Strictly comply with local financial regulations and internal company policies to ensure zero errors in compliance, anti-fraud, and information security.

4. Identify and assess operational risks, and develop and implement effective risk control measures.

5. Business Collaboration and Strategic Support:

6. Collaborate closely with relevant departments (Product, Marketing, Risk Control, Operations, etc.) to convey the "voice of the customer," supporting new product development, process optimization, and marketing initiatives.
7. Drive precision marketing and cross-selling during service interactions to contribute to the achievement of credit card business targets.
8. Regularly prepare and submit team operational reports, performance analyses, and management recommendations.

Qualifications

• Bachelor's degree or higher, preferably in Finance, Economics, Management, Marketing, or related fields.
• 5+ years of customer service experience in the financial industry (preferably in banking or credit card centers), including at least 2 years in a team management role.
• In-depth knowledge of credit card products, business processes, and industry regulations; familiarity with various business scenarios such as credit, rewards, installment payments, repayment, and risk control.
• Strong data analysis skills, with proficiency in tools like Excel for data extraction, analysis, and visualization; data-driven decision-making ability.
• Excellent communication, coordination, and conflict resolution skills, with the ability to efficiently handle complex customer complaints and internal collaboration challenges.
• Strong customer service orientation and risk/compliance awareness.
• Demonstrated leadership, team-building, and coaching skills, with the ability to motivate and inspire team morale.