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Customer Support Specialist (Fraud - experience in US Loan and Mortgage Underwriting)

Remote: 
Full Remote
Contract: 
Freelance
Experience: 
Mid-level (2-5 years)
Work from: 
United States
Extend Your Team logo
Extend Your Team Scaleup https://www.extendyourteam.com/
201 - 500 Employees
About Extend Your Team
Let's be honest; running a business is hard. So hard that most people give up and fail. We are not those people. Yes, I was there and maybe you were or are there too. This isn't a cheesy sales pitch but there is a better way. You can get the talent you need and it will be at the right price. You just have to think differently and think globally. WHY I FOUNDED EXTEND YOUR TEAM ▬▬▬▬▬▬▬▬▬▬▬▬ After growing an e-commerce company to $5MM in annual revenue, I was buried with running the business. Before long, I started working 14+ hours/day managing multiple teams, projects, and completing low-value tasks. To be open, I was miserable. That's when I connected with Angelica, a mid career pro from the Philippines, to help me run my business as my Chief of Staff - reducing the time I spent on the business by 80%. She nothing short of changed my life and is the reason I founded my company. I want everyone to have an Angelica on their team. HOW IT WORKS ▬▬▬▬▬▬▬▬▬▬▬▬ 1) We get on a quick call so I can learn more about your business and your challenges. 2) We will source and introduce you to a remote worker that best fits your needs. 3) Myself and my team will work with you to consult you to help systemize your processes including onboarding, management, and operations. 4) We are there every step of the way to coach you, coach the team member and make sure that you are successful in outsourcing. If there are any issues, we work side by side with you in correcting them. We help you avoid the mistakes that I and so many others made learning how to successfully outsource I believe that you shouldn't spend $150/hr (your time) on a $15/hr problem. The most important thing is that I am the same as you. I am a business operator and have faced the same challenges. READY TO TALK? ▬▬▬▬▬▬▬▬▬▬▬▬ Book a call: https://calendly.com/myahes/discovery
See more Extend Your Team offers

Job description

This is a remote position.

A. ABOUT EXTEND YOUR TEAM


Who Are We?

Being driven, passionate, and genuine is what connects us. If this describes you, then it’s time for you to join us!



At Extend Your Team, you’ll find a place where you can nurture your talent and learn new ones as you go. You’ll get the chance to connect with other like-minded VAs and be able to work with an amazing team that is committed to their work, have a sense of purpose, and can handle adversity with humor and grace.



We are a premium agency where you are not only "a VA in the Philippines" but a valued member of the team.



How are we different?


  • Top Tier Benefits - We respect your time and your needs. We show it by making sure you get compensated well without any delays.

  • Unlimited Online Training - You can gain access to different online courses such as Digital Marketing, Six Sigma, Programming, and more!

  • No Ghosting - We do not ‘ghost’ you and not pay

  • Monthly Support - We will check in with you regularly to make sure you are successful

  • Your Voice Matters - We encourage feedback and suggestions within the team. We do not believe in hierarchy and believe in Agile HR.



B. ABOUT THE ROLE


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:

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

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

3. 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
Requirements
● At least 2 years (and above) of experience under a US Loan or Mortgage account handling Underwriting and Fraud specific tasks
● In-depth knowledge of US Underwriting
● 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
● Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)

Benefits

What’s in it for you? These amazing benefits / perks await you!

As a virtual outsourcing company that invests and deeply cares about their freelancers and individual contractors, we aim to provide the best possible remote working experience for everyone, starting with the benefits.


  • Enjoy HMO after your first month, no need to wait for 3 months or 6 months!

  • Internet issues at home? Don’t worry, we got you! We will reimburse your internet expenses of up to $50/month after your first month! 

  • Not interested in an internet allowance but perhaps you are more keen on enrolling a free dependent for the HMO? You have the freedom to choose! We let our employees choose to get either $50 monthly internet allowance or ONE FREE dependent for HMO!  *enrolling additional dependents is possible with a one-time salary deduction of PHP 4,200 per quarter

  • Be there with your family & loved ones in crucial times - whether it’s a celebration or an emergency, you deserve to be with your family! We are providing 5 PTOs per year after 6 months!

  • Get paid on US Holidays when your client's business is closed



Looking for more perks and discounts? Well, look no more! Join us and enjoy the following (courtesy of our HMO partner):


  • Celebrate your special day with a delicious Red Ribbon birthday cake

  • Discounted monthly rate in Gold’s Gym - for you and two more friends/family! (Because committing to a healthy lifestyle is not fun if you are alone…)

  • Free Eye Check-Up and discount on selected items in Sarabia Optical

  • Discount card from Coffee Bean and Tea Leaf (discounts, unlimited internet access, earning point system)

  • Discount codes from Grab

As we continue to grow. more benefits are being planned to be rolled out soon!









Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

SQL (Programming Language)Fraud PreventionOnline CommunicationZendeskGoogle DriveMortgage UnderwritingLoan Application AnalysisExcel FormulasCustomer Experience Improvement

Other Skills

  • Verbal Communication Skills
  • Empathy
  • Time Management
  • Problem Solving
  • Organizational Skills
  • Collaboration
  • Analytical Skills
  • Webmail
  • Detail Oriented
Are you interested?

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