Fintech Partnerships Support Specialist

Extend Your Team; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

Extend Your Team is seeking an experienced customer support specialist to handle inbound and outbound interactions across phone, Zendesk, SMS, and other channels. You will complete Welcome Calls, verify disclosures, and assist customers with applications, approvals, terms, and payments while coordinating with partners and internal teams to resolve issues.

The role requires strong English communication, investigative skills, and the ability to manage multiple queues, with US business hours

Qualifications

• At least 2 years of experience in customer service, financial services, lending, mortgage, fintech, banking, or a similar operations environment.

Responsibilities

• Handle inbound and outbound customer interactions through phone, Zendesk, SMS, Calendly, and other approved channels.
• Complete Welcome Calls with newly approved customers and ensure verification, disclosures, and customer understanding are completed before moving the account forward.
• Assist customers with questions regarding application, approval status, account terms, payments, AutoPay, available credit, and other HIL-related concerns.
• Support contractors and HIL partners with application-status questions, customer follow-ups, documentation needs, and operational requests.
• Monitor assigned partner-support channels and respond to inquiries within service-level expectations.
• Investigate customer and partner concerns using internal systems and tools before escalating.
• Coordinate with Fraud, Cardholder Support, Complaints, Liens/Contingencies, Operations, and other internal teams when needed.
• Identify when a concern should be resolved directly, referred back, escalated, or transferred to another team.
• Perform outbound follow-ups for incomplete Welcome Calls, remediation cases, payment/AutoPay assistance, documentation requests, and other queues.
• Maintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other systems.
• Monitor queues to ensure requests are not missed.
• Assist with account closure, remediation, complaint, fraud, or dispute workflows according to approved procedures.
• Identify unusual cases and escalate appropriately.
• Help maintain excellent customer and partner experience by minimizing transfers and driving end-to-end resolution.

Skills

Customer service

Excellent English communication

Investigation & problem solving

Time management

Organizational skills

Education

Bachelor's degree or equivalent in financial services or operations

Tools

Zendesk

Asana

Slack

Google Workspace

CRM systems

Job description

Extend Your Team is seeking an experienced customer support specialist to handle inbound and outbound interactions across phone, Zendesk, SMS, and other channels. You will complete Welcome Calls, verify disclosures, and assist customers with applications, approvals, terms, and payments while coordinating with partners and internal teams to resolve issues.

The role requires strong English communication, investigative skills, and the ability to manage multiple queues, with US business hours