Customer Support & Loan Admin Officer @HeyBlu
Customer Support & Loan Admin Officer @HeyBlu
HeyBlu is a Romanian e-money licensed fintech company that aims to provide financial services to customers and merchants operating in e-commerce and digital space. Our vision is to become a reliable partner in everyday shopping experience of the customers extending their purchasing power in easy and convinient way and helping e-commerce merchants to grow their business by building a diversified financing proposition for retail and SME clients. Being a part of eMAG Group, the largest e-commerce group in Romania, HeyBlu is focusing on building financial offering for customers and merchants operating withing eMAG ecosystem by implementing “embedded finance” concept. As part of the Prosus group, we share the same purpose: „Improving everyday life for billions of people through technology”. In HeyBlu Team we build entrepreneurial, results-driven, agile, and collaborative culture based on our core values that we share accross the group: ownership, accountability, innovation, adaptability and customer focus.
What you’ll have to do:
Own client comms and end-to-end case handling across:
✓ eMAG Marketplace finance: seller payouts/settlements, statements, returns/adjustments, disputes
✓ Lending (PF & SME): servicing, early settlements, data corrections, loan/credit insurance admin
✓ Payments: pay-ins, refunds, chargebacks, reconciliation
Provide L2 support to Customer Care and KYC/ teams from Dante International: triage cases, investigate issues, document root cause analysis, and coordinate with Operations, Product, and IT
Investigate and resolve requests and complaints received from customers individuals/SMEs and from the authorities
Ensure data quality and control: validate against ID/company/credit docs, correct records; manage e-/physical archiving
Act as safeguard CX and compliance: proactive status updates, definitive closure, KPI/SLA adherence; escalate risks
Contribute to the development and continuous improvement of work procedures, providing feedback to management
Deliver onboarding and training for new hires and provide cross-team training on HeyBlu products and applications
Test system functionalities impacting Operations / Loan Administration.
How we'd like you to be:
With at least 1 year of experience in loan admin.
With university degree or in progress.
With foreign language knowledge: English; level of knowledge: fluent written/spoken.
With empathetic and customer-focused skills and solution-oriented mindset.
With strong attention to detail and accuracy in operational processes , supported by advanced Excel skills.
With solid understanding of marketplace, lending, and payments operations.
With excellent ownership, prioritization, communication and presentation skills.
With ability to work cross-functionally and handle complex cases.
#LI-hybrid #entrylevel