Partnership Support & Onboarding Specialist

Extend Your Team; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Extend Your Team is seeking a Customer Operations Associate to handle inbound and outbound HIL customer interactions via phone, Zendesk, SMS, and more. You will verify new customers, answer questions about applications, approvals, terms, payments, and AutoPay.

You will coordinate with Fraud, Cardholder Support, and Operations, monitor queues, follow up on incomplete calls, and keep accurate case documentation. The role requires US business hours and Philippines residency.

Qualifications

• At least 2 years of experience in customer service or financial services.
• Experience supporting US-based customers preferred.
• Strong English communication, verbal and written.
• Experience with tools such as Zendesk, Asana, Slack, Google Workspace or similar is preferred.
• Bachelor’s degree or comparable professional experience in financial services or operations.

Responsibilities

• Handle inbound and outbound HIL customer interactions through phone, Zendesk, SMS, Calendly, and other channels.
• Complete Welcome Calls with newly approved customers and verify disclosures and understanding before advancing the account.
• Assist customers with questions about applications, approval status, account terms, payments, AutoPay and available credit.
• Monitor queues and respond to inquiries within established service-level expectations.
• Maintain accurate case documentation across Zendesk, Asana, internal trackers, and other systems.
• Identify when to resolve, escalate, or transfer cases to appropriate teams.
• Provide outbound follow-ups for incomplete Welcome Calls and remediation cases.

Skills

English Communication

Time Management

Organizational Skills

Customer Service

Investigative Skills

Problem Solving

Attention to Detail

Multi-Queue Handling

Education

Bachelor’s degree or equivalent

Tools

Zendesk

Amazon Connect

Asana

Slack

Google Workspace

CRM Systems

Job description

Extend Your Team is seeking a Customer Operations Associate to handle inbound and outbound HIL customer interactions via phone, Zendesk, SMS, and more. You will verify new customers, answer questions about applications, approvals, terms, payments, and AutoPay.

You will coordinate with Fraud, Cardholder Support, and Operations, monitor queues, follow up on incomplete calls, and keep accurate case documentation. The role requires US business hours and Philippines residency.