Original listing text, shown exactly as published by the company.
Responsibilities
- Deliver a high class concierge-level experience to every customer, owning and resolving issues end-to-end with a sense of urgency and care.
- Serve as the point person for high priority or sensitive client escalations, managing their expectations with a high degree of emotional intelligence.
- Respond to customer queries in a timely, clear, and professional manner using Zendesk and Amazon Connect.
- Proactively troubleshoot and resolve issues related to risk mitigation including identity, collateral ownership, and ensuring regulatory requirements to open accounts are met.
- Handle complex and escalated customer cases, providing effective de-escalation while ensuring resolution.
- Log and document all customer interactions, including complaints, compliments, and recurring issues, to support continuous improvement.
- Collaborate cross-functionally with Product, Engineering, and Operations teams to advocate for customer needs and drive problem resolution.
Qualifications
- Minimum of 3 years of customer service experience supporting US-based credit card or mortgage accounts, with at least 2 years of fraud prevention experience and a strong preference for candidates with a background in handling executives.
- Experience delivering premium or high-touch/concierge-style support.
- Exceptional spoken and written English — impeccable comprehension, clarity, and diction required.
- Demonstrated ability to own and resolve customer issues from start to finish, including cross-team coordination.
- Strong organizational, time management, and problem-solving skills.
- High proficiency with support tools such as Zendesk, Amazon Connect, and Asana.
- Detail-oriented mindset — accuracy is critical in financial services.
- Bachelor's degree or equivalent experience in financial services or a related field.
- Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)
Compensation
Monthly Rate: PHP 70,000 - PHP 85,000
+ HMO
+ Internet allowance…
