Student Support Specialist @ FINS

About Us

FINS is a non-bank financial institution that helps European students find solutions for their financial needs. The mission of FINS is to enable all ambitious and hard-working students to pursue their studies unrestricted by their socioeconomic status. FINS is part of the EDUCATIVA Group, working hand in hand with the group’s educational counseling team – EDMUNDO. FINS has financed more than 300 students and is looking to deploy its solutions to thousands more European students in the coming years. If you want to read more about FINS you can do this here and here.

The Role

You will be pivotal in facilitating personalized communication with students and parents, ensuring a seamless experience throughout the FINS loan application and evaluation processes. The role has three main areas of responsibility: A) To engage in 1-to-1 or group interactions, address queries, and provide comprehensive support. B) To actively guide prospective customers through both the FINS application process and the budgeting topic. C) Evaluate the risk profile of the loan applicant and score them according to the internal procedures. Success in this role is measured by achieving objectives of lead conversion, student loan application volumes, and providing a first-rate customer experience.

Responsibilities

A) Providing information:

• Answer in a timely manner all information requests from students interested in our solutions, incoming via email, chat, phone calls, videoconferencing/webinars, live events, etc.
• Create and provide the relevant information and support materials to properly answer all questions, clarify ambiguities, and pro-actively inform and educate our beneficiaries.
• Methodical follow-up (email, chat, phone calls) with relevant contacts when/if necessary.
• Deliver timely and accurate reporting on all processes managed.

B) Assist with the application process:

• Work closely with students and parents to create study budgets, answer questions, and explain the budgeting process.
• Collect all information and relevant documentation supplied by prospective applicants and manage them in the relevant databases with the help of our Customer Relationship Management systems & tools.
• Verify all information and documentation provided by applicants to assist them in the submission of their loan application.
• Deliver timely and accurate reporting on all processes managed.

C) Risk evaluation*:

• Collect all information and documentation supplied by applicants and manage them in the relevant databases with the help of our Customer Relationship Management systems & tools.
• Verify all information and documentation provided by applicants to evaluate their applications according to our risk assessment policies.
• Provide relevant feedback on all information and documentation provided by applicants to evaluate their applications.
• Scoring of the application according to the guidelines, using FINS internal software.
• Deliver timely and accurate reporting on all processes managed.

*This is a set of responsibilities shared with other members of the team. For this set of responsibilities, the volume of work is distributed unequally throughout the year, with a peak in July – September and a low volume in the rest of the year.

You’ll do great if

• You have a positive attitude, focused more on solutions rather than identifying problems.
• You have a natural attention to detail. This is very important – a crucial factor for your success in this role.
• You have excellent communication skills in both Romanian and English and you have experience in working with people from all backgrounds. You are expected to be efficient & persuasive in both writing and speaking in public (group sessions/webinars etc.).
• You are creative and enjoy creating quality content, as well as explaining difficult concepts in a simplified manner.
• You have the discipline to work with tight deadlines. This is essential to provide a great customer experience.
• You are a self-starter; self-motivating person and you don’t need someone to constantly check on your performance.

Requirements

• Time – It’s a full-time job (8 hours per day), occasionally requiring sometime in the weekends (mostly for participation in large events).
• Location – the job can be successfully performed from either our office in Bucharest or the location of your choice if it does not impede on the quality of the conversations with our applicants/beneficiaries.
• Occasionally you might be required to be physically present for various activities (ex: live events, team meetings, etc.).
• Education – if all the above describes you, then we’re comfortable if you have graduated from university in the past 5 years.
• Experience – we do not require prior experience in the financial or educational sectors, but we will prefer candidates with prior customer engagement experience.