Team Lead (US Mortgage Back-end)

Extend Your Team; Philippines; Remote; PHP 1,800,000 - 3,000,000; Full time

Job summary

Extend Your Team is hiring for a Customer Experience Manager to lead a high-performing team delivering fintech support. You will ensure precise handling of income verification, asset checks, and back-end processing while maintaining strict regulatory standards.

The role requires coordinating with cross-functional teams to optimize the user journey and compliance controls. The ideal candidate has 2+ years in US lending operations, strong knowledge of DTI, KYC/AML, and hands-on Zendesk, Asana, and

Qualifications

• 2+ years in US-based consumer lending or mortgage operations.
• Experience evaluating income assets and applying automated credit guidelines.
• Strong knowledge of BSA/AML, CIP/KYC, and OFAC checks.
• Experience leading a customer support team.
• Excellent written and verbal English communication.

Responsibilities

• Respond to customer queries via Zendesk or similar tools.
• Document and log issues, compliments, and complaints.
• Assist customers through the application flow when needed.
• Track customer experiences across online and offline channels using logs and CRM.
• Lead and mentor a team of support specialists for efficiency and performance.
• Own team metrics, SLAs, KPIs; analyze data to identify trends.
• Solve complex operational challenges with initiative to drive success.
• Maintain SOPs for income processing and asset verification for accuracy.

Skills

US lending ops

DTI calculation

KYC/AML knowledge

Zendesk usage

Team leadership

Education

Bachelor’s degree in related field

Tools

Zendesk

Asana

Google Workspace

CRM systems

Job description

We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people’s assets. Our first product is the world's cheapest credit card – backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get.

Who are we?

We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc.

Our team includes people who have built:

• Financial products (Square/CashApp, the earliest CapitalOne credit cards)
• Technology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages)
• Mathematics & science infrastructure (computational research at NASA’s JPL)

We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people’s lives.

Company Mission:

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
• Leading, mentoring, and managing a team of support specialists to drive operational efficiency and high performance
• Owning team metrics, SLAs, and KPIs, analyzing performance data to identify trends and optimize processes
• Exercising strong agency and initiative to solve complex operational challenges and steer the team toward success
• Drafting, maintaining, and continuously refining rigorous Standard Operating Procedures (SOPs) for income processing and multi-layered asset verification workflows, ensuring zero drift, process scalability, and absolute data accuracy.

Qualifications & Core Requirements

• Core Industry Experience: 2+ years of direct experience within a US-based consumer lending or mortgage operations ecosystem, specifically executing back-end loan processing or underwriting tasks.
• Technical Income Verification: Proven expertise in evaluating multi-layered asset and income profiles (e.g., W-2, paystubs, self-employed documentation, etc) , to accurately determine qualifying income for automated credit guidelines (i,e. Debt-to-Income (DTI) calculation).
• Compliance & Risk Mitigation: Strong practical knowledge of BSA/AML guidelines, CIP/KYC Standards, and OFAC regulatory checks; hands-on experience performing backend compliance reviews, including clearing identity discrepancies, PEP matches, name mismatches etc.
• Flood Lifecycle Management: Solid operational understanding of the Flood Disaster Protection Act (FDPA), including the ability to review Standard Flood Hazard Determination Forms (SFHDF), interpret FEMA flood maps.
• Blended Support Capacity: Experience in customer-facing roles within financial accounts, demonstrating the ability to assist users/borrowers through complex back-end applications while maintaining absolute precision with sensitive customer financial records.
• Fintech & Task Tooling: Proficient in navigating digital workspace ecosystems, including customer communication hubs (ZenDesk), enterprise task management platforms (Asana), Google Workspace, and internal CRM architectures.
• Operational Precision: Uncompromising attention to detail and organizational hygiene. Because we are a highly regulated financial services company, absolute data accuracy and a drive for "zero drift" are mandatory.
• Communication Mastery: Superb English communication skills (written and verbal), featuring exceptional clarity, fast execution speed, and professional diction.
• Educational Baseline: Bachelor’s degree or equivalent, verified professional experience in financial services, banking operations, or operational risk management.
• Shift Logistics: Absolute flexibility to work standard US Pacific Time (PST/PDT) hours: 9:00 AM to 6:00 PM (including a 1-hour midday break).
• Team Leadership & Management: Demonstrated experience leading and scaling a high-performing team, managing key operational metrics, driving accountability, and possessing a proven track record of bringing teams to success with high autonomy and agency.