Mortgage Loan Specialist (Back-office)

Customer Support Specialist for Backend ProcessingABOUT THE CLIENTOur 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