Global Parent Fee Support Intern

The Programme 

Nova Pioneer is looking for a superstar intern to support the Global Parent Fee Support team for a 6 months internship. This is an exciting opportunity to work remotely and to be a part of an innovative network of schools that is developing generations of innovators and leaders who will shape the African Century. 

What You Will Do 

Family engagement through email:

• Respond to family emails coming in through Zendesk.
• Support  email communication strategies to manage and assist in collecting delinquent debtors.
• Maintain a positive, empathetic and professional attitude towards customers at all times.
• Ensure customer queries are responded to within agreed timelines.
• Escalation of queries that require to.
• Maintain weekly statistics on Zendesk response times and apparent satisfaction.
• Ensure records of customer interactions, comments, complaints and transactions are maintained. 

Family engagement on phone:

• Answer calls from parents using the company work lines.
• Support call and text  strategies to manage and assist in collecting delinquent accounts.
• Maintain a positive, friendly,  empathetic and professional attitude towards customers at all times.
• Ensure family calls are attended to within agreed timelines.
• Maintain weekly call statistics.
• Ensure records of customer phone  interactions, comments, complaints and transactions are maintained. 

Family statement updates:

• Respond to all statement update requests from families on email and calls offering assurance and progress updates.
• Update all requests for the finance team to update the family statements.
• Follow up with finance to ensure all requested updates are executed.
• Escalate any concerns regarding statements updates that present a challenge.
• Closeout all statement requests with families once they have been finalized. 

General:

• Support financial clearance and gating at the start of the school term for any students with arrears and who show up to school.
• Contribute to the ongoing improvement of Nova Pioneer by suggesting and implementing measures that increase productivity, reduce costs and raise customer service levels.
• Maintain an effective and productive working relationship with the Finance team and contribute to activities to improve interaction and collaboration with the Finance team.
• Achieve and maintain proficiency with the system and tools required to perform duties.
• Other duties as assigned by the Global Collections Manager, which may include (but not limited to) assisting with billings during peak times. 

Required Skills and Abilities

• A Bachelor’s Degree (in Business preferred).
• CPA (K) or Finalist or its equivalent (ACCA, CA etc.).
• Volunteer or past internship experience in customer-facing roles is desirable.
• Volunteer or past internship experience in a startup or in a company that gives you significant autonomy and responsibility is a plus!
• Results-driven: goal-oriented, moves fast and takes ownership of work.
• Eager to learn and accepts feedback as a positive step to professional growth.
• Excitement about our organizational culture - And in particular, be fired up to challenge yourself by embracing mutual vulnerability and a firehose of feedback.
• Ability to treat all confidential information with the utmost professionalism.