Fraud Concierge

Extend Your Team; Philippines; On-site; PHP 781,000 - 949,000; Full time

Benefits offered by this job

HMO Coverage

Monthly Meal Allowance

10 Days of Paid Time Off

Annual Rate Increase

Internet Allowance

Work Devices Provided

December Bonus

Additional Maternity Leave

Job summary

Extend Your Team in the Philippines is seeking a customer service specialist to support US-based accounts with premium, concierge-level assistance. A strong focus on fraud prevention and financial services knowledge will be required.

The role offers a monthly rate of PHP 70,000–85,000 plus a $1,000 USD sign-on bonus for start dates in November or December 2026. Benefits include HMO, meal allowance, paid time off, annual rate increases, internet allowance, provided devices, a December bonus, and

Qualifications

• 3+ years in US-based credit card or mortgage support with 2+ years fraud experience.
• Experience delivering premium concierge-style support.
• Excellent spoken and written English with clear communication.

Responsibilities

• Deliver concierge-level support resolving issues end-to-end.
• Handle high-priority or sensitive escalations with emotional intelligence.
• Respond to customer queries via Zendesk and Amazon Connect.
• Troubleshoot risk-related issues to meet regulatory requirements.
• Document all interactions to support continuous improvement.
• Collaborate with Product, Engineering, and Operations to advocate for customer needs.

Skills

Customer service

Fraud prevention

Executive support

English proficiency

Education

Bachelor's degree or equivalent in financial services

Tools

Zendesk

Amazon Connect

Asana

Job description

WHY JOIN EYT?

Monthly Rate: PHP 70,000 - PHP 85,000

+$1,000 Sign-On Bonus - Start in November or December 2026!

New hires whose contractor start date falls within November or December 2026 are eligible for a $1,000 USD sign-on bonus. The bonus is paid in two installments at the 2-month and 4-month engagement milestones. Terms and conditions apply.

Benefits That Work for You

• HMO Coverage - Support for your health and peace of mind.
• $121 USD Monthly Meal Allowance - A little extra to fuel your workday.
• 10 Days of Paid Time Off - Time to recharge and attend to personal priorities.
• Annual Rate Increase - Celebrate your contractor anniversary with a performance-based rate increase.
• Internet Allowance - Extra support to stay connected.
• Work Devices and Accessories Provided - The tools you need to get started.
• December Bonus - A year-end reward for qualifying performance.
• Additional Maternity Leave - Up to 6 weeks of paid leave, separate from your regular PTO.

Annual rate increases and December bonuses depend on meeting performance requirements and are not guaranteed. Maternity leave entitlement depends on tenure. Terms and conditions apply.

About Us

We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people's assets. Our first product is the world's cheapest credit card - backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get.

Who are we?

We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors - Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc.

Our team includes people who have built:

• Financial products (Square/CashApp, the earliest CapitalOne credit cards)
• Consumer products (Internet.org , Xbox)
• Technology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages)
• Mathematics & science infrastructure (computational research at NASA's JPL)

We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people's lives.

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

• Deliver a high class concierge-level experience to every customer, owning and resolving issues end-to-end with a sense of urgency and care.
• Serve as the point person for high priority or sensitive client escalations, managing their expectations with a high degree of emotional intelligence.
• Respond to customer queries in a timely, clear, and professional manner using Zendesk and Amazon Connect.
• Proactively troubleshoot and resolve issues related to risk mitigation including identity, collateral ownership, and ensuring regulatory requirements to open accounts are met.
• Handle complex and escalated customer cases, providing effective de-escalation while ensuring resolution.
• Log and document all customer interactions, including complaints, compliments, and recurring issues, to support continuous improvement.
• Collaborate cross-functionally with Product, Engineering, and Operations teams to advocate for customer needs and drive problem resolution.

Qualifications

• Minimum of 3 years of customer service experience supporting US-based credit card or mortgage accounts, with at least 2 years of fraud prevention experience and a strong preference for candidates with a background in handling executives.
• Experience delivering premium or high-touch/concierge-style support.
• Exceptional spoken and written English - impeccable comprehension, clarity, and diction required.
• Demonstrated ability to own and resolve customer issues from start to finish, including cross-team coordination.
• Strong organizational, time management, and problem-solving skills.
• High proficiency with support tools such as Zendesk, Amazon Connect, and Asana.
• Detail-oriented mindset - accuracy is critical in financial services.
• Bachelor's degree or equivalent experience in financial services or a related field.
• Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)