Recoveries Advocate at Tala

About Tala At Tala, we’re applying advanced technology and human creativity to solve what legacy institutions can’t or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today’s financial infrastructure doesn’t work for most of the world’s population. We’re the first and only platform to combine the intelligence of a credit bureau, the payments execution of a fintech, and the relationship expertise of a bank into one vertically integrated solution. Our platform is powered by an expansive moat of proprietary data and AI/ML decisioning technology, enabling us to deliver instant, reliable liquidity personalized to every customer's needs. Through our flagship credit app, we’ve disbursed over $7 billion in credit to more than 12 million customers across Latin America, Southeast Asia, and East Africa. These customers have leveraged Tala products to start and expand small businesses, manage day-to-day needs, and pursue their financial goals. Our pioneering work and proven impact have earned us consistent recognition, including being named to: CNBC’s Disruptor 50 for five years. CNBC’s World's Top Fintech Companies for two consecutive years. Forbes’ Fintech 50 list for nine consecutive years. Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success. Given the global nature of our team, we operate on a remote-first approach with office hubs in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India. Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we’d love to hear from you! About the Role Advocates focus on servicing our customers' daily inquiries, by providing information, resolving issues that might arise, and focusing on quality of information, helping customers resolve repayment and other issues,  and efficiency in time management. Team members can manage multiple tasks at a time and work with all departments to ensure company growth and improve Tala’s products for customers. This role is part of a team driven by customer experience with a passion for servicing customers to the best of our ability. What You'll Do • Work with the customer to resolve issues affecting repayments • Strictly adhere to call quality and performance standards • Efficiently and promptly resolve customer concerns and questions by clarifying the customers’ issue; determining cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution. • Build a good standing relationship with our customers. • Follow communication procedures, guidelines, and policies. • Provide accurate and complete information by using our communication methods. • Work with the Recovery Team Lead to ensure proper service to customers is being delivered. • Provide feedback and ideas on the efficiency of the customer service processes. • Reliably fulfill duties during scheduled shifts • Escalate any customer complaints to the Team Lead and ensure solutions have been sort on the same on time What You'll Need • Quality typing skills and ability to work with online tools • Strong decision making and conflict resolution skills • Willingness to work a flexible schedule. • Ability to communicate clearly and professionally verbally and in writing. • Ability to handle customer complaints. • Good work ethic and a team player. • Ability to work onsite if needed Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.