Credit Card Complaints Specialist

Position Overview

This is a remote role.

Our mission is to revolutionize the cost of capital globally. We have developed an innovative credit card driven by a cutting-edge asset securing platform, allowing us to offer significantly lower APRs to our customers. Our dynamic team comprises technology veterans from Microsoft, Google, and Facebook, alongside finance leaders from Nubank, Goldman Sachs, Square, Carta, and SoFi. We have garnered backing from notable investors such as Max Levchin and Founders Fund, along with participation from Sequoia and NYCA in our funding rounds.

We are focused on crafting the world’s first fully autonomous asset-securing process, exceptional risk models for underwriting, and an outstanding consumer experience for credit card applications, activations, and management.

We seek detail-oriented, driven, and intuitive operations specialists to help us provide innovative products and excellent customer service. Join a team of intelligent, motivated, and impactful individuals dedicated to achieving our mission.

Cultural Values:

1. Depth and rigor of thought: We prioritize thorough and detailed thinking.
2. Minimalist: We embrace simplicity in design, code, and processes.
3. Speed of execution: We act swiftly and decisively, believing that speed enhances quality.

Key Responsibilities:

• Receive and document customer complaints regarding credit card transactions, billing disputes, fraudulent activities, and other concerns effectively and promptly.
• Maintain comprehensive records of complaints, investigations, resolutions, and pertinent information in our complaint management system.
• Conduct detailed investigations to gather information and evidence related to each complaint.
• Assist customers in navigating our application flow when necessary.
• Examine credit card statements, transaction records, and related documents to spot errors or discrepancies.
• Evaluate complaints per established policies and regulatory guidelines to determine suitable courses of action.
• Collaborate with internal teams like fraud prevention, billing, and compliance to gather needed information and resolve complex issues.
• Ensure compliance with laws, regulations, and internal policies while addressing customer complaints.
• Contribute to process improvement initiatives by reviewing current procedures.
• Deliver timely and accurate resolutions to customer complaints, focusing on customer satisfaction and retention.
• Escalate complicated or unresolved complaints to higher management or specialized departments as necessary.
• Recognize trends in customer complaints and provide valuable feedback to management for enhancement initiatives.
• Stay informed about industry trends, regulations, and best practices related to credit card operations and complaint resolution.

Qualifications:

• Minimum 2 years of experience in credit card or card services related roles in the US Loan or US Mortgage sector.
• Over 2 years of leadership experience.
• At least 2 years in customer service, dispute resolution, or complaint handling within the banking or financial services sector.
• Thorough understanding of credit card operations, billing cycles, transaction processing, and regulations such as the Fair Credit Billing Act.
• Professional demeanor at all times.
• Exceptional verbal and written communication skills, enabling effective interactions with customers and stakeholders, with fluency and clarity in English.
• Strong organizational, analytical, and problem-solving skills with utmost attention to detail.
• Ability to empathize with and respectfully address customer concerns.
• Capacity to work independently and manage a high volume of complaints while adhering to deadlines.
• Proficiency with complaint management systems, CRM tools, and relevant software.
• Knowledge of data protection regulations like GDPR and PCI DSS is advantageous.
• Familiarity with consumer protection laws and CFPB guidelines is a plus.
• Experience with task management tools, Google Drive, and Email.
• Familiarity with customer communication platforms like ZenDesk is desirable.
• A Bachelor’s Degree or equivalent work experience in financial services.
• Must reside in the Philippines.
• Availability to work US Pacific time from 10 AM to 7 PM (with a 1-hour break).

***Due to the high volume of applications, only qualified candidates will be contacted.

***Compensation will be commensurate with experience.