Credit Card Complaints Specialist

Extend Your Team; Manila; On-site; PHP 784,000 - 896,000; Full time

Benefits offered by this job

HMO

Internet

Paid Time Off

Laptop provided

Job summary

Extend Your Team in the Philippines is seeking detail‑oriented, empathetic Customer Experience Managers to support applicants and cardholders with an extraordinary experience. You will respond to queries via ZenDesk, log issues, and guide customers through the application flow.

The role requires US Pacific time availability (10 AM–7 PM) and 2+ years in US loan or mortgage account handling for credit card services, with strong English communication and precise problem‑solving.

Qualifications

• 2+ years in US loan or mortgage accounts handling card services tasks
• Experience in customer-facing loan or mortgage accounts
• Excellent communication, collaboration and problem-solving
• Strong written communication with speed and accuracy
• Fluency and clarity in English
• Experience with ZenDesk, CRM, Google Drive and Email
• Detail-oriented; accuracy matters in financial services
• Availability for US Pacific time 10:00–19:00
• Based in the Philippines

Responsibilities

• Respond to customer queries in a timely and effective manner via ZenDesk or other tools
• Document and log issues, compliments and complaints
• Help customers go through the application flow when required
• Track customer experiences across online and offline channels using logs, dashboards and CRM systems

Skills

Communication skills

Problem solving

Attention to detail

Fluency in English

Team collaboration

Education

Bachelor's Degree or comparable work experience in financial services

Tools

ZenDesk

Google Drive

Email

CRM systems

Job description

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

• 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

Qualifications

• 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
• 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 based in the Philippines

***USD 7-8/hr/Php 71k-83k per month estimate (Pay is commensurate to experience and a bit negotiable), HMO, HMO dependent/Internet, PTO, Laptop provided