About the Client:
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 inboth 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 in a timely & effective manner via ZenDesk or other customer support tools
Documenting & logging issues (as well as customer compliments & 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
Qualifications
At least 2 years (and above) of experience under a US Loan or Mortgage account handling Loan Origination or Underwriting specific tasks
Experienced in customer-facing roles in a loan or mortgage account
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 comparable work experience in financial services
Flexibility to work US Pacific time 9 AM to 6 AM (with a 1-hour break time in between)
Must be presently residing in the Philippines
Assist customers remotely through live video by recommending bikes and services, explaining subscriptions and pricing, completing sign-ups and payments, troubleshooting issues, and coordinating follow-ups.
Resolve complex, escalated customer inquiries across email and phone, investigate financial product issues, and collaborate with partner teams to improve customer operations, quality, and new product processes.
Supports Record Hub customers by answering product questions, resolving standard issues across phone, email, and chat, documenting interactions, and escalating complex concerns to deliver consistent service.
Handle customer inquiries, process and research orders, resolve shipment and fulfillment issues, and coordinate with internal teams to deliver accurate, timely support through phone, email, and business systems.
Provide empathetic customer support, troubleshoot software issues, educate users through self-service resources, and synthesize customer feedback to inform product improvements.
