Elite Fraud Concierge — Remote High-Touch Support

Extend Your Team; United States; Remote; USD 12,000 - 15,000; Full time

Benefits offered by this job

HMO

Internet allowance

Device and equipment

Permanent WFH

Job summary

Extend Your Team is seeking a Customer Support Specialist to deliver premium, concierge-style service for US credit card and mortgage customers. You will own inquiries end-to-end using Zendesk and Amazon Connect, while collaborating with Product, Engineering, and Operations to resolve issues quickly.

Ideal candidates have 3+ years in US financial services customer support with fraud prevention experience, excellent English, and the ability to work US Pacific hours.

Qualifications

• 3+ years of US-based credit card or mortgage customer service, with at least 2 years of fraud prevention experience.

Responsibilities

• Deliver a high-class concierge-level customer experience and resolve issues end-to-end.
• Serve as point person for high-priority or sensitive escalations with high emotional intelligence.
• Respond to customer queries using Zendesk and Amazon Connect.
• Proactively troubleshoot risk-related issues to open accounts with regulatory compliance.
• Handle complex and escalated cases with effective de-escalation.
• Log all interactions to support continuous improvement.
• Collaborate cross-functionally with Product, Engineering, and Operations to advocate for customer needs.

Skills

English proficiency

Customer service

Problem solving

Education

Bachelor's degree or equivalent experience in financial services or related field

Tools

Zendesk

Amazon Connect

Asana

Job description

Extend Your Team is seeking a Customer Support Specialist to deliver premium, concierge-style service for US credit card and mortgage customers. You will own inquiries end-to-end using Zendesk and Amazon Connect, while collaborating with Product, Engineering, and Operations to resolve issues quickly.

Ideal candidates have 3+ years in US financial services customer support with fraud prevention experience, excellent English, and the ability to work US Pacific hours.