Job description
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
At Tala, we put our customers at the center of everything we do.
As a Customer Care Advocate, you will play a vital role in supporting customers throughout their journey from inquiries and service requests to repayment assistance. You will represent Tala with empathy, professionalism, and care, ensuring every interaction helps build trust, understanding, and long-term relationships.
This role combines customer service and repayment support, helping customers resolve issues, stay financially healthy, and succeed with Tala’s products.
We’re looking for advocates who are passionate about delivering an exceptional customer experience, able to communicate clearly and kindly, and are motivated to make a meaningful impact with every conversation.
What You’ll Do
- Provide support and resolve customer inquiries via phone, Zalo, email, and web forms.
- Engage in phone conversations with customers to understand their issues, providing guidance and consultation throughout the interaction.
- Communicate with empathy, professionalism, and positivity, ensuring customers feel respected and trust the service.
- Contribute feedback and propose solutions to enhance the overall customer experience.
What You’ll Need
- You have a passion for customer service and consultation, and you genuinely enjoy helping others.
- You possess strong communication, negotiation, and problem-solving skills, remaining patient and tactful when handling various situations.
- You have at least 1 year of experience in customer service, consulting, call centers, or debt collection (priority given to candidates from Banking, Finance, or Fintech sectors).
- You hold an Associate’s Degree or higher (Bachelor’s Degree preferred).
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
