KEY RESPONSIBILITIES:

• Identify, assess, and address customers’ needs promptly to ensure high levels of satisfaction and retention.
• Collaborate with the Sales team and other Customer Care Agents to resolve customer inquiries, complaints, or escalations efficiently.
• Process customer loan applications accurately, ensuring quick and compliant loan disbursements in line with company policies.
• Provide clear and professional explanations of Mogo’s finance products, loan terms, and processes to customers, tailoring communication to their needs.
• Maintain accurate and up-to-date records of customer interactions, queries, and loan applications in the company’s ERP system.
• Follow up with customers to ensure resolution of issues and provide ongoing support to enhance their experience.
• Build and maintain strong customer relationships to foster trust, loyalty, and repeat business.
• Identify opportunities to upsell or cross-sell Mogo products during customer interactions, in coordination with the Sales team.
• Adhere to company policies, procedures, and regulatory requirements, maintaining a high level of confidentiality and professionalism.
• Provide feedback on customer trends, challenges, and needs to improve service delivery and product offerings.
• Undertake any other tasks assigned by the Customer Care Manager.

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QUALIFICATIONS AND SKILLS

• Bachelor’s degree in any discipline from a recognized university.
• Minimum of 3 years’ experience in customer support, preferably in the financial services, logbook, or consumer loan industry.
• Strong customer orientation with excellent presentation, interpersonal, and relationship-building skills.
• Proven experience in direct sales or customer-facing roles, with knowledge of loan processing and disbursement.
• Exceptional communication skills, both verbal and written, with a high level of confidentiality.
• Intermediate proficiency in Microsoft Office and ERP systems for managing customer data and processes.
• High emotional intelligence, with the ability to remain calm and professional in stressful or high-pressure situations.
• Demonstrated integrity, strong work ethic, and a proactive, positive attitude.
• Ability to multitask, prioritize, and manage time effectively to meet customer and business needs.