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Mortgage Customer Support Specialist (Ticketing And Calls)

Company

Extend Your Team
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-10-06
Posted at 9 months ago
Job Description

Job Information


    This is a remote position.

    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 via calls, text or emails in a timely & effective manner using ZenDesk or other customer
    • Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems
    • Documenting & logging issues (as well as customer compliments & complaints)
    • Support tools
    • Working with customers to help them go through our application flow when required



    Requirements



    • Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)
    • 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
    • Fluency, clarity, and good diction in English
    • At least 2 years (and above) of experience under a US Loan or Mortgage account in a customer-facing role
    • Superb communication, collaboration, and problem-solving skills.
    • Proficiency, speed, and accuracy in written communication.
    • Experience using customer communication tools (ZenDesk), task management tools, Google Drive, and Email.
    • Great organizational skills & time management abilities


    Salary Estimate: Php 52,000-Php 73,000

    Benefits

    What’s in it for you? These amazing benefits / perks await you!



    As a virtual outsourcing company that invests and deeply cares about their freelancers and individual contractors, we aim to provide the best possible remote working experience for everyone, starting with the benefits.

    • Internet issues at home? Don’t worry, we got you! We will reimburse your internet expenses of up to $50/month after your first month!
    • Not interested in an internet allowance but perhaps you are more keen on enrolling a free dependent for the HMO? You have the freedom to choose! We let our employees choose to get either $50 monthly internet allowance or ONE FREE dependent for HMO! *enrolling additional dependents is possible with a one-time salary deduction of PHP 4,200 per quarter
    • Enjoy HMO after your first month, no need to wait for 3 months or 6 months!
    • Be there with your family & loved ones in crucial times - whether it’s a celebration or an emergency, you deserve to be with your family! We are providing 5 PTOs per year after 6 months! Get paid on US Holidays when your client's business is closed
    Looking for more perks and discounts? Well, look no more! Join us and enjoy the following (courtesy of our HMO partner):
    • Celebrate your special day with a delicious Red Ribbon birthday cake
    • Discounted monthly rate in Gold’s Gym - for you and two more friends/family! (Because committing to a healthy lifestyle is not fun if you are alone…)
    • Discount card from Coffee Bean and Tea Leaf (discounts, unlimited internet access, earning point system)
    • Free Eye Check-Up and discount on selected items in Sarabia Optical
    As we continue to grow. more benefits are being planned to be rolled out soon!