Kiva.org - Credit Operations Associate
Requirements
• Highly organized with the ability to manage time effectively, prioritize competing tasks, and meet deadlines. • Strong analytical and data-driven mindset, with the ability to use data to inform decisions and solve problems. • Structured thinker who can troubleshoot systems, improve processes, and handle both detailed and high-level work • Experience in customer service or partner support, with a focus on delivering high-quality service • Excellent communication skills, with the ability to capture detailed processes and communicate them in an accessible manner to a range of audiences • High attention to detail and a process-oriented approach to work • Comfort with Salesforce, Looker, Excel, and Google Workspace. Ability to quickly learn new tools and systems • Advanced proficiency in Spanish and English • Proficiency in French (bonus)
Responsibilities
• Partner Support: • Partner Support: • Manage the partner support queue in Salesforce, providing timely and high-quality responses • Maintain and update partner-facing resources, including the Partner Help Center • Investigate and troubleshoot system issues; document findings and file bug tickets with the Engineering team when needed • Support ad hoc translation requests and documentation needs • Provide training and support to partners as needed. • Partner Monitoring and Compliance • Review loans for potential policy violations and work with Lending Partners to resolve issues. • Conduct operational audits to ensure accuracy of the partner-submitted data on Kiva’s platform • Perform monthly repayment reporting review and communicate with partners to confirm data accuracy • Review and process default exemption requests sent by the partners • Cross-Functional Collaboration & Projects • Partner closely with Relationship Managers to support lending partners, ensuring alignment on partner communications, issue resolution, and overall partner health • Collaborate with cross-functional teams to resolve issues and improve processes • Contribute to process improvements by identifying inefficiencies and suggesting practical solutions.
Benefits
• A work-from-home position; final candidate must be authorized to work in Colombia. • An opportunity to improve real lives, solve hard problems, and change the world • Friendly, supportive, and adventurous environment with a team of engaged colleagues • A comprehensive, industry-leading benefits package including health, dental, and vision insurance, parental leave, professional development, and unlimited PTO. Some of these benefits have eligibility requirements. Many of these benefits are subsidized or fully paid for by Kiva. • Opportunities to connect with and learn from colleagues and partners around the world • We offer JOON, a flexible lifestyle spending account that gives you an annual stipend to spend on Wellness, Professional Development, or Working from Home
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