Company Mission: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 (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.
- 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 via ZenDesk or other customer support tools
Documenting & logging issues including customer compliments, disputes & complaints
Working with customers to help them go through our application flow when required
Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems
Managing the team's daily workload to make sure tasks are completed accurately and within the agreed timeframes
Working closely with several departments to appropriately manage disputes and complaints
Help managers in checking if every team member is following the required processes or procedures of the company
Aid in reviewing procedures to help improve company processes.
At least 2 years (and above) of experience under a US Loan or Mortgage account handling Credit Card or Card services specific tasks
2 years and above Leadership experience
More than 2 years experienced in customer-facing roles in a Loan or Mortgage account
Ability to remain professional at all times
Superb communication, collaboration, and problem-solving skills.
Proficiency, speed, and accuracy in written communication.
Fluency, clarity, and good diction in English
Great organizational skills & time management abilities
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 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)
Job Type: Full-time
Pay: From Php60,000.00 per month
Benefits:
Work from home
Schedule: Evening shift
Night shift
Application Question(s):
How long was your experience handling disputes and complaints for a credit card or mortgage accounts
