Portfolio Operations Associate

Kiva Microfunds
Portland, OR
Job Type
Deadline for Applications
Where to Apply

Kiva (Kiva.org) is an innovative non-profit focused on connecting people through lending to alleviate poverty and create opportunity. We run a global marketplace platform for crowdfunded microloans that serves the financially excluded. Our company combines the culture and technological passion of an internet start-up with the compassion and empathy of a non-profit to address poverty at global scale. In just 13 years, we have raised more than $1.1 billion in loan capital for 2.7 million borrowers in 83 countries. Our lenders fund over $10 million in loans every month and Kiva is poised to take its initial success to a whole new level. With offices in San Francisco, Nairobi, New York, Bangkok, and Portland, Kiva\’s team has 100+ employees and 300+ volunteers worldwide.

We are seeking an enthusiastic, flexible, and motivated Portfolio Operations Associate to manage the effective and efficient use of Kiva’s website by our field partners and other stakeholder communities around the world. This entry-level position will report to the Director of Customer Success and Operations and play a key role in monitoring and supporting Kiva’s diverse set of field partners, in addition to taking on projects that will help Kiva continually improve our operational systems in order to effectively serve more stakeholders at scale. You will bring to the job an excitement for Kiva and its practical application in the field, as well as a keen interest in establishing efficient processes and deepening Kiva’s engagement with our stakeholder communities.

At this time we can only consider applicants with authorization to work in the United States on a permanent, full-time basis; unfortunately we cannot provide visa sponsorship.

Primary Responsibilities
Partner Monitoring and Compliance
Resolve or oversee the resolution of loans that have been flagged with policy violations and loans that are eligible for default.
Support and monitor the monthly repayment reporting process.
Complete monitoring to confirm compliance with our policies.
Work closely with other teams at Kiva to resolve or escalate difficult situations.
Partner Email Support & Training
Triage and respond to incoming email inquiries from partners and other stakeholder communities on a range of topics.
Create standard emails for common questions, help articles, and training materials.
Provide additional training to partners as needed.
Improve Operational Systems and Processes
Grow and refine Kiva’s central customer service system used to support partners and other stakeholder communities.
Push to continually streamline operational systems by testing new ideas and standardizing work flows across a global portfolio of partners and a diverse community of stakeholders
Create systems for gathering and sharing actionable feedback from partners and other stakeholders.
Work with the Product and Engineering Team to continually improve the tools used by internal and external stakeholders.
Departmental Support
Train and manage interns.
Manage the process of translating materials into Spanish and French.
Support ad hoc projects.

Required Qualifications
Advanced professional proficiency in Spanish required (fluency preferred).
Highly organized with an aptitude for working in a constantly changing environment and adapting to changing priorities. This means being able to take on multiple projects, prioritize effectively, manage your time to meet deadlines, and happily tackle work that ranges from in-depth projects to ongoing repetitive tasks.
Superior written communication skills, with the ability to capture detailed processes and communicate in an accessible manner to a range of audiences including stakeholders who speak English as a second language.
Accountable with strong attention to detail. Able to balance working independently with the good judgment to decide when to update stakeholders or escalate a problem.
Experience with and/or a belief of the importance of customer service as a foundational aspect of any business’s success.
Excellent interpersonal skills and a very high EQ.
Tech savvy and very comfortable learning new systems and technologies.
Willingness to establish a work schedule that includes some hours outside 9-5 in order to accommodate a global community of stakeholders.
Minimum 1-3 years of relevant work experience and a BA/BS degree or equivalent education and experience.

Preferred Qualifications
In addition to Spanish, professional proficiency in French is strongly preferred.
Deep interest in or history of working in the international development and/or financial inclusion sectors. Time spent working abroad in developing countries or with a microfinance institution a plus.
Experience creating training documentation or learning modules a plus.

What We Offer
An amazing mission: Kiva’s mission is to connect people through lending to alleviate poverty across the globe.
An opportunity to improve real lives, solve hard problems, and change the world.
Friendly, supportive, and adventurous environment with a team of engaged colleagues.
Casual work environment.
A comprehensive, industry-leading benefits package.
Opportunities to connect with and learn from colleagues and stakeholder communities around the world.

A diverse and inclusive workplace where we learn from each other is an integral part of Kiva\’s culture. We actively welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a great place to work. Join us and help us achieve our mission!

Apply Online: https://grnh.se/bwfil6is1