Lending Support Specialist – Fintech Customer Care

Hammerjack Pty Ltd; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a customer support specialist to handle inbound/outbound interactions via phone, email, chat, and ticketing systems. You will support new applicants, verify information, and explain terms, payments, and account status.

The role requires strong English communication, problem-solving, and multi-channel coordination. Experience with Zendesk/Asana/CRM tools and a willingness to work US business hours is preferred.

Qualifications

• 2+ years of experience in customer service, financial services, fintech, or similar operations.
• Strong experience handling customers through phone, email, chat, or ticketing systems.
• Experience working with external partners, merchants, contractors, vendors, or other third parties is preferred.
• Experience supporting US-based customers is preferred.
• Bachelor's degree or comparable professional experience in financial services or operations.

Responsibilities

• Handle inbound and outbound HIL customer interactions through phone, Zendesk, SMS, Calendly, and other approved channels.
• Complete HIL Welcome Calls with newly approved customers and ensure required verification, disclosures, and understanding are completed before moving forward.
• Assist customers with questions regarding applications, approval status, terms, payments, AutoPay, available credit, and other HIL-related concerns.
• Support contractors and partners with application-status questions, follow-ups, documentation needs, and requests.
• Monitor queues and respond to inquiries within established service-level expectations.
• Investigate customer and partner concerns using internal systems and escalate when needed.
• Coordinate with Fraud, Cardholder Support, Complaints, Liens/Contingencies, Operations, and other teams for specialized handling.
• Identify when issues should be resolved, referred back, escalated, or transferred to another team.
• Perform outbound follow-ups for incomplete calls, remediation cases, payments, and documentation requests.
• Maintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other systems.
• Monitor queues to ensure no misses for customers, merchants, or scheduled calls.
• Assist with account closure, remediation, complaint, fraud, or dispute workflows per approved procedures.
• Identify unusual cases or recurring issues and elevate appropriately.
• Help maintain excellent customer and partner experience by minimizing transfers and driving end-to-end resolution.

Skills

Customer service

English communication

Attention to detail

Time management

Problem solving

Organizational skills

Education

Bachelor's degree or comparable

Tools

Zendesk

Asana

Slack

Google Workspace

CRM systems

Amazon Connect

Job description

Hammerjack Pty Ltd in the Philippines is seeking a customer support specialist to handle inbound/outbound interactions via phone, email, chat, and ticketing systems. You will support new applicants, verify information, and explain terms, payments, and account status.

The role requires strong English communication, problem-solving, and multi-channel coordination. Experience with Zendesk/Asana/CRM tools and a willingness to work US business hours is preferred.