Job description

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)