Key Facts

Remote From:

Philippines

Category: Customer Service / Support Representative

Full time

Mid-level (2-5 years)

English

Hard Skills

Zendesk Asana

Other Skills

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Customer Service
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Problem Solving
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Communication
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Detail Oriented
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Time Management
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Organizational Skills
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Collaboration

Roles & Responsibilities

At least 3 years of customer service experience with US mortgage and credit card accounts
Fluency, clarity, and good diction in English
Superb communication, collaboration, and problem-solving skills
Bachelor's Degree or comparable work experience in financial services

Requirements:

Responding to customer queries in a timely and effective manner using ZenDesk, Amazon Connect
Working with customers to resolve issues related to their account, including payments, statements, bugs, etc.
Dealing with escalated customers, providing de-escalation pathways, while ensuring their issues are fixed
Documenting and logging issues as well as customer compliments and complaints

Extend Your Team

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

Company type: Scaleup

Founded: 2018

Company size: 201 - 500

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Job description

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 using ZenDesk, Amazon Connect.
Working with customers to resolve issues related to their account, including payments, statements, bugs etc.
Working with customers
Dealing with escalated customers, providing de-escalation pathways, while ensuring their issues are fixed.
Documenting & logging issues (as well as customer compliments & complaints)
Part of a 24/7 Customer Support team

Qualifications

At least 3 years (and above) of customer service experience with US mortgage [and] credit card accounts.
Fluency, clarity, and good diction in English.
Superb communication, collaboration, and problem-solving skills.
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.
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 amenable to shifting schedule
Must live in the Philippines