Customer Champion at Baubap

About Baubap

We are a fast-growing, Mexican fintech startup with the mission to become the bridge to people’s financial freedom through technology.

We are providing microloans to people in financial need through a fast and efficient process, always treating them with the respect and dignity they deserve.

Our long-term vision is to become the largest inclusion bank in LATAM by 2030.

*We require that the candidate is fluent in Spanish and currently resides in México.

About your role

Your role at Baubap is of paramount significance, as you are the primary point of contact for our customers, assisting them in navigating our platform seamlessly. You will also collaborate with the data and engineering departments to lead initiatives that enhance our product value. As a Baubap ambassador, you are expected to radiate warmth, deliver exceptional service, and exhibit meticulous attention to detail. Your unwavering dedication plays a pivotal role in cultivating enduring relationships and propelling our business to greater heights.

Outcomes

• Serve our clients with warmth and effective resolution, delivering quality attention, and contributing to our current Customer Satisfaction rate of 89%.
• Ensure loan disbursements are made within a specified time frame while maintaining an error rate below a certain percentage. Additionally, evaluate clients through critical analysis of information and documentation provided.
• Provide valuable insights to the data science and engineering teams.
• Be an ambassador for Baubap to our clients, and ensure our users' experience is considered by internal teams for product development.

Day to day

• Assist customers through our communication channels such as Support, Calls, WhatsApp, Social Media and Play Store Reviews, ensuring their experience, satisfaction, and resolution are prioritized.
• Address and resolve inquiries from all customers.
• Collaborate with the engineering team on technical issues.
• Loan disbursements and evaluate loan requests.
• Participate in training sessions and workshops to enhance customer service skills and knowledge of products and services.

Requirements

• At least 2 years of professional experience in a formal company in roles where you had direct contact with customers.
• Familiarity as a user of financial services.
• Familiarity working from home and using CRMs or support tools.
• Desirable knowledge in product, leading usability testings and interviews with customers.
• Desirable knowledge in process optimization using tools like Jira, Miro, etc.
• Desirable knowledge in Social Media, solving our customers' questions.
• Curiosity to always be learning and ability to work self-driving.
• Problem-solving skills is required as part of different situations with clients.
• Full time availability and flexibility.
• Access to reliable internet connection.
• Excellent written grammar and strong spoken communication skills in Spanish.
• Conversational English Level: B1 or higher. That you are able to communicate your ideas clearly

Nice to have

• Startup experience, preferably in FinTech industry

Your skills 

• Clear and transparent communication. You are able to express your thoughts clearly, concisely and to the point. You can openly discuss any blockers you have, and constructively point out areas for improvement.
• Relentlessly resourceful at execution and problem solving. You make things happen, no matter what. You are disciplined, organized and systematically follow through on your work. Instead of getting stuck thinking "well, this doesn't work", you look for creative / innovative / outside-of-the-box solutions to fix the issue and move on.
• Sense of urgency. You operate with a constant sense of urgency (as if there was a large, hungry wolf chasing you), constantly looking for ways to move ahead and push everything around you to get to your desired outcome in the most efficient and productive way. You don’t wait around and make things happen.
• Flexibility / adaptability / resilience. You can maintain your composure and focus despite the constantly changing environment, and adequately adapt to new conditions. You can swiftly change the course of action when needed, and you don't get easily demotivated.
• Being self-driven / committed. You require very little guidance and intervention from your leader to move ahead. You can correctly read what the situation requires, and take the necessary action accordingly. If your leader were to disappear, you can still move ahead and make relevant things happen. You act because you want to, and not because someone else is telling you that you should.
• Strategic thinking / seeing the bigger picture. You can see further than just your immediate "doorstep". You can correctly assess the deeper implications of certain decisions that might materialise in the future, and take decisions accordingly. You often use data or previous research to inform your recommendations and decisions.
• Critical / analytical thinking. You can correctly analyse the root causes of a problem, without getting side-tracked by irrelevant, minor details. You can come to the right conclusion and propose a clear, logical plan of action. You don't stay on the surface of things.