Fraud Concierge (Customer Support)

**About Us** We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people’s assets. Our first product is the world's cheapest credit card – backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get. **Who are we?** We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc. Our team includes people who have built: - Financial products (Square/CashApp, the earliest CapitalOne credit cards) - Consumer products ([](http://Internet.org), Xbox) - Technology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages) - Mathematics & science infrastructure (computational research at NASA’s JPL) We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people’s lives. **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** - 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 + Device and equipment + Permanent WFH