Mortgage Loan Specialist (Back-office)

Customer Support Specialist for Backend Processing

ABOUT THE CLIENT

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 and 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 an extraordinary experience to applicants and cardholders alike.

OUR CULTURAL VALUES

• Depth and rigor of thought — we try to be rigorous in our thinking and dive into the details.

• Minimalist — we are spartan in our design, our code, and even our processes.

• Speed of execution — we move fast and value decisiveness. We think speed drives quality.

RESPONSIBILITIES

• Respond to customer queries in a timely and effective manner via Zendesk or other customer support tools.

• Document and log issues, as well as customer compliments and complaints.

• Work with customers to help them navigate our application flow when required.

• Track customer experiences across online and offline channels using logs, dashboards, and CRM systems.

QUALIFICATIONS

• At least 2+ years of experience with a US loan or mortgage account, handling document review and verification tasks.

• Experience in customer-facing roles within a loan or mortgage account.

• Excellent communication, collaboration, and problem-solving skills.

• Proficiency, speed, and accuracy in written communication.

• Fluency, clarity, and good diction in English.

• Strong organizational skills and time-management abilities.

• Experience with customer communication tools (Zendesk), task management tools, Google Drive, and email.

• Detail-oriented — as a financial services company, getting the details right matters.

• Bachelor's degree, or comparable work experience in financial services.

• Flexibility to work US Pacific time, 10 AM–7 PM, with a 1-hour break.

COMPENSATION

• Php70,000 - Php80,000

• with internet allowance

• HMO healthcare coverage

• Devices and equipment are provided