Customer Support (US Mortgage)

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

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 inboth 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:

• Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details.
• Minimalist - we are spartan in our design, in our code, and even in our processes.
• 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 Loan Origination or Underwriting 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 comparable work experience in financial services
• Flexibility to work US Pacific time 9 AM to 6 AM (with a 1-hour break time in between)
• Must be presently residing in the Philippines