Customer Support Specialist (Fraud - Credit Card, Loan or Mortgage)

Job Information

Industry



Financial Services





Work Experience



5+ years





Remote Job

Job Description

This is a remote position.

This is a remote position.

Company (Client) Mission:

Our mission is to reduce the cost of capital across the world









About the Company:




We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much lower APRs to consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance (Nubank, Goldman Sachs, Square, Carta, SoFi) executives. Our Seed round was led by Max Levchin, and our Series A by Founders Fund - with participation in both rounds by Sequoia, NYCA, and others









Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth & efficient product experience for consumers to apply, activate, and manage their credit cards









We’re looking for detail-oriented, driven, and empathetic customer experience managers who want to work with intelligent, motivated, intense, and interesting people to provide people who are applying and people who have received the Aven card with an extraordinary experience









Cultural Values:

• Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details.
  


• Minimalist - we are spartan in our design, in our code, and even in our processes.
  


• Speed of execution - we move fast & value decisiveness. We think speed drives quality.
  

Responsibilities

• Responding to customer queries in a timely & effective manner via Zendesk or other customer support tools
  


• Documenting & logging issues (as well as customer compliments & complaints)
  


• Work closely with other departments to process department related tasks
  


• Review customer loan applications through various fraud software platforms
  


• Review customer loan application documentation to ensure standards are met
  


• Aid in reviewing company operating procedures to improve internal company processes
  


• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems

Requirements

• MUST HAVE at least 5 years (and above) of experience under a US Credit Card, Loan or Mortgage account handling Fraud specific tasks
  


• Experienced in customer-facing roles in a loan or mortgage account
  


• Superb communication, collaboration, and problem-solving skills.
  


• Deep investigative skills
  


• Proficiency, speed, and accuracy in written communication.
  


• Fluency, clarity, and good diction in English
  


• Great organizational skills & time management abilities
  


• Working knowledge of Excel formulas and SQL preferred
  


• Experience using customer communication tools (Zendesk), task management tools, Google Drive, and Email.
  


• Detail-Oriented - we’re a financial services company so being correct about the details matter
  


• Bachelor's Degree or comparable work experience in financial services
  


• Must live in the Philippines
  


• Expected Work Hours and Time Zone
  Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)