Support customers applying for and using a credit card product by delivering accurate, timely responses to inquiries via phone and digital channels. You'll troubleshoot account-related concerns, including billing, payments, and technical issues, ensuring each interaction is handled with precision and care.
Key Responsibilities
- Respond to customer inquiries efficiently using ZenDesk and Amazon Connect
- Diagnose and resolve account issues related to payments, statements, and platform functionality
- De-escalate tense situations with empathy and professionalism, guiding customers toward solutions
- Maintain accurate records of interactions, including complaints, feedback, and resolutions
- Collaborate with internal teams to report recurring issues and improve service quality
- Work as part of a round-the-clock support rotation with scheduled shifts
Qualifications
- Minimum of three years of customer service experience, preferably with credit cards or mortgage products in the U.S. market
- Fluent English communication with clear diction and strong writing skills
- Proven ability to manage time effectively and stay organized in fast-paced environments
- Familiarity with customer support platforms such as ZenDesk, Asana, and Amazon Connect
- High attention to detail—accuracy is critical in financial services
- Bachelor’s degree or equivalent experience in finance or related field
- Available to work during U.S. Pacific time hours (10 AM–7 PM) with flexibility for schedule adjustments
- Resident of the Philippines with reliable internet connectivity
Work Environment
Full-time remote role with permanent work-from-home setup. Equipment and internet allowance provided. Health coverage (HMO) included. You must be comfortable working asynchronous hours relative to your local time zone.
Company Approach
We value clear, thorough thinking and focus on simple, effective processes. Our team prioritizes speed and decisiveness, believing that moving quickly enhances overall quality. The culture emphasizes precision, minimalism, and execution.
