Card Services Customer Support - Backend

Job description:

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)
- Technology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages)
- 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.

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)

• Working with customers to help them go through our application flow when required

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

Requirements

• At least 2 years (and above) of experience under a US Loan or Mortgage account handling Credit Card or Card services specific tasks

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

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

• Proficiency, speed, and accuracy in written communication.

• Fluency, clarity, and good diction in English

• Great organizational skills & time management abilities

• 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 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)

• Must be presently residing in the Philippines