Customer Support (Card Services / Credit Cards)

Customer Support (Card Services / Credit Cards)

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 :

• Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details.
• Minimalist - we are spartan in our design, in our code, and even in our processes.
• Speed of execution - we move fast & value decisiveness. We think speed drives quality.

Responsibilities

Responding to customer queries in a timely & effective manner using ZenDesk, Amazon Connect.

Working with customers to resolve issues related to their account, including payments, statements, bugs etc.

Working with customers

Dealing with escalated customers, providing de-escalation pathways, while ensuring their issues are fixed.

Documenting & logging issues (as well as customer compliments & complaints)

Requirements

Qualifications

At least 3 years (and above) of customer service experience with US mortgage [and] credit card accounts.

Fluency, clarity, and good diction in English .

Superb communication, collaboration, and problem-solving skills.

Proficiency, speed, and accuracy in written communication.

Great organizational skills & time management abilities

Experience using customer and management tools such as ZenDesk, Asana, Amazon Connect.

Detail-Oriented - we're a financial services company so being correct about the details matter .

Bachelor's Degree or 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 live in the Philippines

Location : HQ - Burlingame, CA (San Francisco Bay Area). Remote work - Rest of the US, Philippines

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