Fraud Specialist (Credit Cards)

Extend Your Team; Metro Manila; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Extend Your Team in the Philippines is seeking detail-oriented customer experience managers to deliver an extraordinary experience to applicants and cardholders. You will respond to inquiries, log issues, and coordinate with other departments to process tasks using Zendesk and CRM tools.

The role requires 5+ years in US credit card, loan, or mortgage fraud handling, strong Excel and English communication, and excellent organizational skills.

Qualifications

• 5+ years handling US credit cards, loans or mortgages with fraud focus.
• Proficient in MS Excel formulas; SQL preferred.
• Experience in customer-facing loan or mortgage accounts.
• Excellent written and verbal English communication.
• Strong organizational and time management skills.
• Residing in the Philippines.

Responsibilities

• Respond to customer queries via Zendesk or similar tools.
• Document and log customer issues, compliments, and complaints.
• Collaborate with other departments on task processing.
• Review loan applications for fraud and ensure documentation standards are met.
• Help improve internal processes and procedures.
• Track customer experience across online and offline channels using logs and CRM systems.

Skills

Customer service experience

Fraud & compliance knowledge

MS Excel

SQL

Written communication

English fluency

Time management

Cross-functional collaboration

Tools

Zendesk

CRM systems

Fraud software

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 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 our 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)
• Work closely with other departments to process department related tasks
• Review customer loan applications through various fraud software platforms
• Review customer loan application documentation to ensure standards are met
• Aid in reviewing company operating procedures to improve internal company processes
• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems

Qualifications:

• At least 5 years (and above) of experience under a US credit cards, loan or mortgage account handling various fraud areas: Credit Card Fraud, Payment Fraud, Sanctions and Compliance
• Working knowledge of MS Excel formulas and function is a must; SQL preferred
• 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
• Must be presently residing in the Philippines