Credit Operations Associate

About us:

Kiva is a global nonprofit, founded in 2005, with a mission to expand financial access and help underserved communities thrive. Kiva unlocks capital for borrowers through crowdfunded loans supported by individuals around the world. Lenders on Kiva can start with as little as $25 to support causes that matter most to them, whether that’s gender equity and support for women, refugees, climate change, small businesses, agriculture, and more. Since our founding, over two million people have invested over $2 billion in real dreams and real opportunity, spanning more than 100 countries and over 5 million borrowers.

As we work toward our mission, Kiva invests in building and retaining a global team of talent to add to our values-driven and digital-first culture. Our organization is supported by over 700 volunteers and 130+ full time employees dispersed around the world, as well as within team hubs located in San Francisco, Nairobi, Bogota, and Bangkok. Kiva’s team is growing as we pursue exciting new opportunities to scale our impact and create a financially inclusive world.

Kiva's values:

Impact first - This is why we exist. This is the drumbeat we march to. Every day.

Extreme ownership - Own it; you, your relationships, your impact. Insist that others support you and hold you accountable.

Be curious and bold - Never stop learning. Question assumptions. Take Risks and dream big.

Inclusion. Equity. Diversity. - Without reservation and without caveat. In our hiring, in our workplace and in our impact in the world.

Honor and integrity - Do the most right thing in the most right way. Cherish diversity and respect each other.

Love and kindness always - Say what you mean. Mean what you say. And don't say it mean. Clarity. Courage. Kindness.

Role overview:

The Credit Operations Associate role is responsible for providing operational support and monitoring of Kiva’s lending partners across 80+ countries. This role drives operational excellence, partner satisfaction, and compliance by supporting daily operations, maintaining high-quality partner-facing processes, and ensuring partner satisfaction at all times.

This role is ideal for someone detail-oriented, collaborative, and eager to learn in a mission-driven, global environment.

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

Key responsibilities include: 

Partner Support: 

• Manage the partner support queue in Salesforce, providing timely and high-quality responses 
• Support partner engagement through surveys, newsletters, and webinars to enhance partner experience and communication 
• 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.

Qualifications:

• 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)

What we offer:

• 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

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!

We will only accept applications directly from candidates. Kiva will not be responsible for any recruiting agency fees, absent a formal agreement.