This is a remote position.
Company 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
● Receive and document customer complaints related to credit card transactions, billing issues, fraudulent activities, and
other concerns in a timely & effective manner via ZenDesk or other customer support tools
● Maintain detailed records of complaints, investigations, resolutions, and other relevant information in the complaint
management system. This includes tracking customer experiences across online & offline channels using logs,
dashboards, and CRM systems
● Conduct thorough investigations to gather relevant information and evidence pertaining to the complaint.
● Working with customers to help them go through our application flow when required
● Analyze credit card statements, transaction records, and other relevant documents to identify errors, discrepancies, or
potential issues.
● Evaluate complaints based on established policies, procedures, and regulatory guidelines to determine appropriate
courses of action.
● Collaborate with internal departments, such as fraud prevention, billing, and compliance, to gather necessary
information and resolve complex complaints.
● Ensure compliance with applicable laws, regulations, and internal policies while resolving customer complaints.
● Aid in reviewing procedures to help improve company processes.
● Provide timely and accurate resolutions to customer complaints, aiming to achieve customer satisfaction and retention.
● Escalate complex or unresolved complaints to higher levels of management or specialized departments for further
investigation and resolution.
● Identify trends or recurring issues in customer complaints and provide feedback to management for process
improvement initiatives.
● Stay updated on industry trends, regulations, and best practices related to credit card operations and complaint
handling.
Benefits
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 professionals and be able to work with a fantastic team that is committed to their work, have a sense of purpose, and can handle adversity with humour and grace.
What makes us 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 access 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.
Benefits Package
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!
