Loan Origination Customer Support

Extend Your Team; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

Extend Your Team in the Philippines is seeking a detail-oriented customer experience manager to support loan/mortgage customers and ensure a smooth application flow. You will handle queries via ZenDesk, log issues, and coordinate with customers through multiple channels.

Strong written English, communication, and organizational skills are essential. The role involves working US Pacific Time hours and collaborating with a finance-focused team to deliver excellent service.

Qualifications

• At least 2 years of experience in US loan or mortgage account handling Loan Origination or Underwriting tasks.
• Experience 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 and time management abilities.
• Experience using ZenDesk, task management tools, Google Drive, and Email.
• Detail‑Oriented due to financial services context.
• Bachelor's Degree or comparable work experience in financial services.
• Flexibility to work US Pacific Time 9 AM to 6 PM (with a 1-hour break).

Responsibilities

• Responding to customer queries in a timely and effective manner via ZenDesk or other customer support tools.
• Documenting and logging issues as well as customer compliments and complaints.
• Working with customers to help them go through our application flow when required.
• Tracking customer experiences across online and offline channels using logs, dashboards, and CRM systems.

Skills

English fluency

Communication skills

Problem solving

Attention to detail

Time management

Team collaboration

Education

Bachelor's Degree

Tools

ZenDesk

Google Drive

Email

CRM systems

Job description

Our mission is to reduce the cost of capital across the world.

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:

1. Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details.

2. Minimalist - we are spartan in our design, in our code, and even in our processes.

3. Speed of execution - we move fast & value decisiveness. We think speed drives quality.

Requirements

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)
• Working with customers to help them go through our application flow when required
• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems

Qualifications

• At least 2 years of experience (and above) under a US Loan or Mortgage account handling Loan Origination or Underwriting-specific tasks
• 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
• Experience using customer communication tools (ZenDesk), task management tools, Google Drive, and Email.
• Detail‑Oriented - we’re a financial services company, so being correct about the details matters
• Bachelor's Degree or comparable work experience in financial services
• Flexibility to work US Pacific Time 9 AM to 6 AM (with a 1-hour break time in between)