Fraud Specialist (Credit Cards)

Extend Your Team; Philippines; Remote; PHP 781,000 - 893,000; Full time

Benefits offered by this job

HMO

Devices provided by company

Permanent work from home

Job summary

Extend Your Team is hiring a Customer Experience Manager in the Philippines to handle US credit card and loan fraud processes. You will respond to customer inquiries via Zendesk, log issues, and coordinate with cross-functional teams to ensure compliance and smooth operation.

You will review applications for fraud risk and help optimize procedures while maintaining high service quality. The role is fully remote with permanent work-from-home arrangements, requiring strong English, investigative

Qualifications

• Minimum 5+ years handling US credit cards, loans or mortgages with fraud experience.
• Strong Excel skills; SQL knowledge preferred.
• Experience in customer-facing loan or mortgage roles is required.
• Excellent written and verbal English; fast, accurate communication.
• Must reside in the Philippines.

Responsibilities

• Respond to customer queries via Zendesk or similar tools in a timely, effective manner.
• Document and log issues, compliments, and complaints across channels.
• Collaborate with other departments on department tasks.
• Review loan applications using fraud software to assess risk.
• Verify documentation to ensure policy standards are met.
• Help refine operating procedures to improve internal processes.
• Track customer experiences across online and offline channels with logs and dashboards.

Skills

Fraud handling

Customer-facing

Communication

Investigation

English proficiency

MS Excel

SQL

Time management

Tools

Zendesk

Fraud software platforms

Job description

About the Company:

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 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)
• 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.
• Deep investigative 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

Compensation: Php70,000 to Php80,000

Benefits:

• HMO
• Devices provided by company
• Permanent work from home