Customer Support Specialist (Fraud - Credit Card, Loan or Mortgage)

Customer Experience Manager

This is a remote position. Our mission is to reduce the cost of capital across the world. 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 and finance 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 include depth and rigor of thought, minimalism, and speed of execution.

Responsibilities include responding to customer queries in a timely and effective manner via Zendesk or other customer support tools, documenting and logging issues, working closely with other departments to process department related tasks, reviewing customer loan applications through various fraud software platforms, reviewing customer loan application documentation to ensure standards are met, aiding in reviewing company operating procedures to improve internal company processes, and tracking customer experiences across online and offline channels using logs, dashboards, and CRM systems.

Requirements

MUST HAVE at least 5 years of experience under a US Credit Card, Loan or Mortgage account handling Fraud specific tasks. Experienced in customer-facing roles in a loan or mortgage account. Superb communication, collaboration, and problem-solving skills. Deep investigative skills. Proficiency, speed, and accuracy in written communication. Fluency, clarity, and good diction in English. Great organizational skills & time management abilities. Working knowledge of Excel formulas and SQL preferred. Experience using customer communication tools (Zendesk), task management tools, Google Drive, and Email. Detail-oriented - we're a financial services company so being correct about the details matter. Bachelor's Degree or comparable work experience in financial services. Must live in the Philippines. Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between).