Loan Origination Customer Support

Extend Your Team; Philippines; Remote; PHP 2,881,000 - 4,161,000; Full time

Job summary

Extend Your Team seeks a detail-oriented Customer Experience Manager residing in the Philippines to support customers across loan/mortgage accounts. You will respond to inquiries via Zendesk, log issues, and guide users through the application flow to ensure a smooth experience.

You will track customer journeys across online and offline channels, using CRM dashboards and logs. Strong English, communication, and organizational skills are essential, with flexible hours to align with US Pacific

Qualifications

• Bachelor's degree or comparable work experience in financial services.
• Experience in customer-facing roles within loan or mortgage domains.
• Strong written and verbal communication with high attention to detail.
• Fluent English with clear diction and pro activity in problem solving.
• Proficiency with Zendesk, CRM tools, and Google Drive.

Responsibilities

• Respond to customer queries promptly via Zendesk and other channels.
• Document issues, compliments, and complaints for logging and ROI.
• Assist customers through application flow and resolve blockers.
• Track experiences across online and offline channels using logs and dashboards.

Skills

Communication

Written communication

English fluency

Organizational skills

Time management

Problem solving

Team collaboration

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

CRM systems

Google Drive

Email

Job description

About the Client:

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 inboth 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 (and above) of experience 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 matter
• 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)
• Must be presently residing in the Philippines