Originations Backend (Hoi Specialist)

Extend Your Team; Philippines; Remote; PHP 240,000 - 420,000; Full time

Job summary

Extend Your Team is seeking an Originations Backend (HOI Specialist) in the Philippines. You will manage customer interactions for US loan/mortgage accounts, logging issues, and guiding applicants through the flow with accuracy and empathy.

You will collaborate with cross-functional teams, track experiences via CRM and dashboards, and ensure clear written communication. The role requires 2+ years of relevant experience and Pacific-time availability.

Qualifications

• 2+ years of US loan or mortgage document review experience.
• Customer-facing experience in loan or mortgage accounts.
• Strong communication, collaboration and problem-solving skills.
• Proficient, fast, and accurate written communication.
• Fluency, clarity, and good diction in English.
• Excellent organizational and time-management abilities.
• Experience using ZenDesk, CRM, Google Drive and Email.
• Detail-oriented in financial services.
• Bachelor's degree or comparable work experience in financial services.
• Willingness to work US Pacific time 10:00–19:00 (with 1-hour break).
• Must be from the Philippines.

Responsibilities

• Respond to customer queries via ZenDesk or other tools.
• Document and log issues, compliments and complaints.
• Help customers through the application flow when required.
• Track customer experiences across channels using logs, dashboards, and CRM systems.

Skills

Customer support

US loan/mortgage knowledge

Communication

Time management

Detail oriented

English proficiency

ZenDesk

CRM systems

Google Drive

Email

Education

Bachelor's degree in financial services

Tools

ZenDesk

CRM systems

Google Drive

Email

Job description

Originations Backend (HOI Specialist)

Company: Extend Your Team | Job Type: Full Time, Remote / Work from Home

Job Description - Originations Backend (HOI Specialist)

About the role

We are 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.

Key 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

About you

• At least 2 years (and above) of experience under a US Loan or Mortgage account handling various document review and verification 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 10 AM to 7 PM (with a 1-hour break time in between)

• Must be from the Philippines