Customer Service associateGoBear

The Company
GoBear is Asia's leading financial services platform with a mission to improve the financial health of our region's many people. We do that by empowering users with the know-how, tools and financial products to meet their individual needs. More importantly, we believe that personal financial health leads to more secure, stable and sustainable communities across Asia. Yes, we feel we have a higher purpose.
Our financial services platform includes an online marketplace for financial products, digital insurance brokerage and digital lending business all built on a strong foundation of data to drive efficiency. To date, we have served over 55 million users searching for more than 2,000 products.
As a fintech leader, we bring innovative solutions to address important local market challenges (of which there are many!). Our alternative data - including consumer behaviour and digital footprints - gives us critical insights to assess and price risk better, work with partners to identify market gaps, and co-create innovative financial products.
Having started in Singapore in early 2015, which is now called the 'Bear Cave', today we're active in 7 markets: Singapore, Hong Kong SAR, Thailand, Vietnam, the Philippines, Indonesia and Malaysia. We have launched our lending business in the Philippines and will also launch lending in Vietnam before the year end.
The Job
Reports to Operations Team Supervisor, you will be responsible for focusing on servicing our customers daily concerns raised via multiple channels. You will be required to identify and perform verification of customer concerns and concentrate on the quality of information and efficiency in reply within a stipulated SLA time frame. You need to manage multiple tasks at a time and work with all Operational departments to ensure we grow as a company and improve our products for our customers. Greater customer experience will be the core responsibility of this role.
Evaluate loan applicant credit scores and demographic data to determine loan applicant eligibility accurately.
Manage day to day reports and customer service tickets.
Address customer queries and comments received via multiple customer service channels.
Resolve product or service related problems by clarifying the customer complaints.
Determine the cause of the problem, select and explain the best solution available to solve customer concerns.
Follow the response SLA timeline to ensure timely and error-free resolution.
Communicate with disbursement partners to resolve pay in and pay out related issues.
Give regular updates to the customer who are experiencing issues and be proactive.
Notify all internal departments on any issues or updates that have a broader customer experience impact.
Work closely with Underwriters and Collection Associates to understand gaps and provide necessary information related to day to day processing.
Maintain and update records of each customer interaction.
Ensure fair treatment of the customer under all circumstances.
Strictly adhere to company policy and regulatory requirements.
The Bear
Minimum College Graduate.
At least 1-year working experience or any relevant experience in Customer Service Operations.
Ability to focus on quality and conflict resolution.
Ability to solve problems and communicate clearly.
Multi-tasking ability.
Ability to communicate clearly and professionally through verbally and in writing.
Willingness to work a flexible schedule.
Ability to handle customer complaints in a composed manner.
High level of customer service, persuasion, and negotiation skills, as well as a mind for problem-solving to work with customers to resolve their concerns.
Excellent work ethics and a high level of professionalism.
Excellent oral and written English communication skills.
Computer proficiency, including MS office.
Who's in the Zoo?
You'll join a multi-cultural team of disruptors at one of the fastest growing fintech brands in Asia. Backed by powerful investors, we announced our 5th round of funding in May 2020, bringing total raised to US$97 million. What's more, we completed our first acquisition the same month, buying AsiaKredit in the Philippines to accelerate our lending business expansion across the region.
And in case you're wondering what kind of talent we attract. We believe in building a strong culture centered around our mission to improve financial health. In our Bears we value passion, teamwork, adaptability, results, and above all integrity.
Last but not least - despite being around for over 5 years, we're still a start-up at heart. That means we're always hungry for growth, challenge the status quo and move quickly. We also like to have fun.
And there you have it. We'd be beary happy to hear from you!