Customer Care and Payment Support Advocate

About Tala Tala is AI-native credit infrastructure for the global majority, combining proprietary risk intelligence with an expanding network of capital and distribution partners to power credit access at scale. Backed by more than $500 million in funding, Tala has distributed more than $7 billion in capital to more than 13 million customers across Africa, Latin America, and Asia - building one of the most robust datasets on thin-file borrowers anywhere in the world. Our mission is simple yet bold: to unleash the economic power of the global majority. We are looking for daring, data-driven leaders passionate about building the trust and credit infrastructure for the global majority. 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 collections (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.