Sales & Ops Executive

Who are we?

IPF Digital is a Financial Services company part IPF Group and trades as Creditea in México. We provide consumer loans, and our mission is to make life easier by offering simple and personalized financial solutions to everyday Mexicans.

Our organizational purpose is to build a better world through financial inclusion, and we see the role Sales & Ops Executive as being critical in shaping and persevering our organizational culture that is centred around our purpose.

We are committed to promoting strategies that help us maintain a balance between our personal and work lives, where each of our employees feels motivated and is reflected in business results.

You'll join a highly engaged team ready to help you make your adaptation very easy and simple, and together achieve goals.

The role

This amazing opportunity offers a once in a lifetime chance to be part of the compact team of service specialists that will support the growth of our digital business in Mexico.

You are responsible for ensuring that the customer has a seamless, speedy and high-quality experience during the online application, their queries and needs are met in a fun yet focused way and where there are payment difficulties that we engage in dialogue and process to bring them back on track. You will undertake a broad range of customer focused activities that span the full customer journey, ranging from resolving telephone, email and web-based queries, handling complaints, undertaking administrative activities along the customer journey, supporting investigative activities around fraud, credit & risk and identifying process improvements.

You will do this with personality, flexibility, customer focus and a desire to continuously learn and improve our processes.

The responsibilities

You will be responsible for ensuring that customer queries received via telephone, email and other sources are resolved with speed, efficiency and in line with our brand proposition

You will make outbound customer welcome calls upon the disbursement of their loan, building connections and ensuring that you embody our digital brand

You will make outbound calls to customers to support them with making their online payments

Service the customers applications by: reviewing their payment capacity, evaluate risk conditions and decide the application approval or rejection.

Support the customer in providing guidance on what requirements and documentation we need to analyze the application.

What you will be required to deliver in your new role?

You will be responsible for ensuring that customer queries received via telephone, email and other sources are resolved with speed, efficiency and in line with our brand proposition.

You will make outbound customer welcome calls upon the disbursement of their loan, building connections and ensuring that you embody our digital brand.

You will make outbound calls to customers to support them with making their online payments.

Service the customers applications by reviewing their payment capacity, evaluate risk conditions and decide the application approval or rejection.

Support the customer in providing guidance on what requirements and documentation we need to analyze the application.

1. Growth

• Deliver customer growth, meeting, and exceeding expectations.

• Be flexible and pragmatic about how you spend your time, balancing a broad range of business needs to ensure that the business is successful in growing in a cost-effective way

• Identify opportunities to grow and develop the business through acting on process improvements and great ideas.

• Look for ways to simplify and automate any administrative processes you are responsible for executing.

1. Operational Excellence

• Be aware and focused on performance data and metrics, supporting yourself and the team to improve and exceed targets.

• Seek to improve business performance

• Meet and exceed our service standards.

• Care about the business and the customers you support; ensuring you develop and follow appropriate policies and procedures to manage the customer experience well

• Focus on the details; process and handle data carefully.

• Be flexible in approach to ensure we can remain operational during the hours of 8am-9pm as a minimum.

• Fully maximize on technology that is available.

1. Customers

• Love our customers and enjoy interacting with them in a friendly but focused way, whether by email, social media, telephone or in person.

• Seek every opportunity to increase our customer base.

• From the offset, maintain and deliver high levels of customer service in handling transactions, administering processes connected to the loan application and in dealing with collection of payments.

• Handle all complaints in a pragmatic and focused way, taking learning and being focused on customer retention and advocacy.

• Pro-actively manage arrears, treating customers as you would like to be treated.

1. People

• Be a great team member, supporting your team to be efficient, focused and generate profit.

• Be an ambassador of the brand, bringing it to life in every interaction (virtual and real life).

1. Finance

• Look for ways to reduce costs and save money.

• Treat this business like it is your own.

So, what skills, knowledge, and experience do you have?

Skills

• Problem solving.
• A great listener.
• Know how to sell.
• Great IT skills and able to use and work with social media.
• Able to work with ambiguity.
• Innovative, inquisitive.
• Flexible.
• A great Communicator.

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Knowledge & Experience

• Analysis.
• Working with customers.
• Banking and finance.
• How to provide great customer service.
• Customer service experience (Essential).
• Worked within digital financial services (Desirable.
• Worked directly with customers.
• Experience in driving sales, personally and also as part of a sales team (Desirable).
• Qualifications
• Bachelors degree:
• Sounds good?
• If your answer is yes, please send us your CV.
• Only short – listed candidates will be contacted. All short – listed candidates will be invited to do an initial online screening as part of the recruitment process.
• IPF Digital México is an Equal Opportunity Employer, and we value diversity and inclusion in the workplace. We seek to recruit, develop, and retain the most talented people from diverse cultures, perspectives, skill, and experiences within our workforce.

All employment will be based on merit, competence, performance, and business needs.