Customer Experience Lead - FinTech (Remote Philippines)

Extend Your Team; Philippines; Remote; PHP 420,000 - 600,000; Full time

Job summary

Extend Your Team is seeking a detail-oriented Customer Experience Manager to support loan-focused customers from the Philippines. You will respond to inquiries, document issues, and guide applicants through the flow, ensuring a seamless experience across channels.

Ideal candidates have 2+ years in US loan/mortgage support, excellent written English, and strong organizational skills. The role requires Philippine residency and alignment with US Pacific time hours.

Qualifications

• At least 2 years in a US loan or mortgage account handling tasks.
• Experience in customer-facing roles in a loan or mortgage account.
• Excellent written communication and collaboration skills.

Responsibilities

• Respond to customer queries via ZenDesk or similar tools in a timely manner.
• Document and log issues, compliments, and complaints.
• Help customers complete the application flow when needed.
• Track customer experiences across online and offline channels using logs and CRM dashboards.

Skills

Customer service

English fluency

Communication

Problem solving

Time management

Education

Bachelor's in finance

Tools

ZenDesk

CRM tools

Google Drive

Job description

Extend Your Team is seeking a detail-oriented Customer Experience Manager to support loan-focused customers from the Philippines. You will respond to inquiries, document issues, and guide applicants through the flow, ensuring a seamless experience across channels.

Ideal candidates have 2+ years in US loan/mortgage support, excellent written English, and strong organizational skills. The role requires Philippine residency and alignment with US Pacific time hours.