Remediation Specialist - US Credit Card

Extend Your Team; Metro Manila; Remote; PHP 96,917,000 - 110,762,000; Full time

Benefits offered by this job

HMO

Internet stipend

Paid time off

Laptop provided

Job summary

Extend Your Team is hiring for a customer experience role based in the Philippines. The candidate will respond to customer queries via Zendesk, document issues, and guide applicants through the process while ensuring high-quality service.

You will work with finance-related accounts, handle remediation tasks, and collaborate with internal teams to ensure accurate, timely outcomes. The position requires US Pacific Time availability, strong English, and meticulous attention to detail.

Qualifications

• Minimum 2 years in US loan, mortgage, credit card, or financial services operations.
• Experience handling credit card operations remediation and disputes.
• Customer-facing role in financial services account management.
• Knowledge of credit card servicing processes, payments, disputes, and account maintenance.
• Strong written communication and confidentiality.

Responsibilities

• Respond to customer queries using Zendesk or similar tools in a timely manner.
• Document and log issues, compliments, and complaints.
• Guide customers through application flow when needed.
• Track customer experiences across channels using logs, dashboards, and CRM systems.

Skills

US loan experience

credit card operations

customer support

communication skills

English fluency

Zendesk

Education

Bachelor's degree or equivalent

Tools

Zendesk

Google Drive

CRM systems

Email

Job description

Company Mission (Client Profile):

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.

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 in US loan, mortgage, credit card, or financial services operations, with hands-on experience handling credit card or card-services-related tasks.
• Experience handling credit card operations remediation, including account research, transaction or payment review, error/discrepancy investigation, case documentation, corrective actions, and issue resolution.
• Experience in customer-facing roles within a loan, mortgage, credit card, banking, or financial services account.
• Working knowledge of credit card servicing processes, account maintenance, payments, transactions, disputes, and related customer-impacting issues.
• Strong analytical and problem-solving skills, with the ability to investigate issues, identify discrepancies, determine appropriate next steps, and escalation cases when necessary.
• Superb communication and collaboration skills, particularly when coordinating with customers and internal operations or support teams.
• Proficiency, speed, and accuracy in written communication.
• Fluency, clarity, and good diction in English.
• Strong organizational skills and the ability to manage multiple customer cases and remediation tasks while meeting established deadlines and service levels.
• Experience using customer communication and case-management tools such as Zendesk, task-management tools, Google Drive, email, CRM systems, and similar platforms.
• Highly detail-oriented — accuracy is critical when reviewing financial accounts, transactions, customer information, and remediation activities.
• Ability to handle sensitive financial and customer information with appropriate confidentiality and professionalism.
• Bachelor's degree or comparable work experience in financial services.
• Flexibility to work US Pacific Time, 10:00 AM to 7:00 PM, with a 1-hour break.

• Must be based in the Philippines

***Due to the volume of applications we receive, only qualified candidates will be contacted.

***USD 7-8/hr/Php 71k-83k per month estimate (Pay is commensurate to experience and a bit negotiable), HMO, HMO dependent/Internet, PTO, Laptop provided