HIL Support Specialist

Ali Aydi; Philippines; Hybrid; PHP 1,055,000 - 1,582,000; Full time

Benefits offered by this job

HMO Coverage

Meal allowance

Paid Time Off

Annual rate increase

Internet Allowance

Work devices provided

December bonus

Maternity leave benefit

Job summary

Ali Aydi is seeking a customer operations professional to handle inbound and outbound HIL interactions across multiple channels. You will verify customer details, explain terms, and guide applicants through the process.

The role supports contractors and partners, with a focus on timely resolution and accurate case documentation. The candidate should have 2+ years in customer service or financial services, fluent English, and the ability to work US business hours from the Philippines.

Qualifications

• Minimum 2 years in customer service, financial services, lending, fintech, or banking operations.
• Excellent written and verbal English communication.
• Experience with external partners, merchants, or contractors is preferred.

Responsibilities

• Handle inbound and outbound HIL customer interactions via phone, Zendesk, SMS, Calendly, and other channels.
• Complete HIL Welcome Calls with customers and ensure verification, disclosures, and understanding.
• Assist customers with application status, terms, payments, AutoPay, and available credit.
• Support contractors and partners with status questions, follow-ups, and documentation.
• Monitor queues and respond to inquiries within SLAs; escalate as needed.
• Investigate issues using internal systems before escalation; collaborate with fraud and operations teams.
• Coordinate with internal teams for specialized handling as required.
• Perform outbound follow-ups for incomplete Welcome Calls, remediation, payment assistance, and other queues.
• Maintain accurate case documentation across Zendesk, Asana, and CRM tools.

Skills

Excellent English

Strong investigation

Time management

Multichannel support

Education

Bachelor's degree or comparable experience

Tools

Zendesk

Asana

Slack

Google Workspace

CRM systems

Job description

+$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 the Client

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)
• 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:

• Handle inbound and outbound HIL customer interactions through phone, Zendesk, SMS, Calendly, and other approved support channels.
• Complete HIL Welcome Calls with newly approved customers and ensure required verification, disclosures, and customer understanding are completed before moving the account forward.
• Assist customers with questions regarding their application, approval status, account terms, payments, AutoPay, available credit, account status, 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 established 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 a case requires specialized handling.
• Identify when a concern should be resolved directly, referred back to the contractor, escalated to L2, or transferred to another Operations team.
• Perform outbound follow-ups for incomplete Welcome Calls, remediation cases, payment/AutoPay assistance, documentation requests, and other assigned HIL queues.
• Maintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems.
• Monitor assigned queues throughout the shift to ensure customer, merchant, and scheduled-call requests are not missed.
• Assist with account closure, remediation, complaint, fraud, or dispute-related workflows according to the applicable approved procedure.
• Identify unusual cases, customer-impact issues, process gaps, or recurring partner concerns and elevate them appropriately.
• Help maintain an excellent customer and partner experience by minimizing unnecessary transfers and driving cases toward end-to-end resolution.

Qualifications:

• At least 2 years of experience in customer service, financial services, lending, mortgage, fintech, banking, or a similar operations environment.
• Strong experience handling customers through phone, email, chat, or ticketing systems.
• Experience working with external partners, merchants, contractors, vendors, or other third parties is highly preferred.
• Experience supporting US-based customers is strongly preferred.
• Comfortable performing both frontline customer support and backend operational work.
• Strong investigative and problem-solving skills; able to gather information from multiple systems before deciding on the appropriate next step.
• Excellent English communication skills, both verbal and written.
• Excellent organization and time-management skills with the ability to manage multiple queues and priorities.
• High attention to detail and accuracy in documenting customer interactions and operational decisions.
• Experience with tools such as Zendesk, Amazon Connect or similar contact-center platforms, Asana, Slack, Google Workspace, CRM systems, and internal operations tools is preferred.
• Ability to recognize potential fraud, complaint, privacy, or customer-harm concerns and elevate appropriately.
• Bachelor's degree or comparable professional experience in financial services or operations.
• Must be able to work scheduled US business hours and weekends when required.
• Must reside in the Philippines.

Details

Who may apply Anywhere — no restriction stated by the employer As the board states it — check the description for country or time-zone limits.