Offer summary

Qualifications:

At least 5 years of customer service experience with US mortgage and credit card accounts., Experience with travel booking, preferably with credit card companies like American Express., Excellent written and verbal communication skills in English., Bachelor's Degree or comparable work experience in financial services..

Key responsibilities:

Assist customers with their travel needs and redirect them to travel partners.

Respond to customer queries using ZenDesk and Amazon Connect.

Resolve issues related to existing travel bookings and handle escalated customer concerns.

Ensure timely and effective communication to understand and address customer needs.

Job description

This is a remote position.

About Us

We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people’s assets. Our first product is the world's cheapest credit card – backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get.

Who are we?

We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc.

Our team includes people who have built:

● Financial products (Square/CashApp, the earliest CapitalOne credit cards)

● Consumer products (Internet.org, Xbox)

● Mathematics & science infrastructure (computational research at NASA’s JPL) We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people’s lives. We’re looking for detail-oriented, driven, and empathetic customer experience specialists who want to work with intelligent, motivated, intense, and interesting people to provide credit card travel support.

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

● Working with customers to meet their travel needs, including redirecting them to our travel partner.

● Responding to customer queries in a timely & effective manner using ZenDesk, Amazon Connect.

● Working with customers to resolve issues related to their existing travel bookings.

● Dealing with escalated customers, providing de-escalation pathways, ensuring issues are fixed.

Requirements

● Experience with travel booking with credit card companies, such as American Express preferred

● At least 5 years (and above) of customer service experience with US mortgage and credit card accounts at companies such as American Express, Capital 1, Chase.

● Fluency, clarity, and good diction in English.

● Excellent written and verbal communication skills to interact effectively with customers to understand their needs

● Ability to analyze customer issues, identify the root cause, and offer effective solutions.

● Proficiency, speed, and accuracy in written communication.

● Great organizational skills & time management abilities

● Experience using customer and management tools such as ZenDesk, Asana, Amazon Connect.

● Experience using Google Sheets/MS Excel

● Detail-Oriented - we’re a financial services company, so being correct about the details matters.

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

● Flexibility to work US Pacific time 7 AM to 7 PM (with a 1-hour break time in between)

***Due to the volume of applications we receive, only qualified candidates will be contacted.

***Pay is commensurate to experience