HIL Partnership Support Specialist

**About the Client** 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:** - Handle **inbound and outbound HIL customer interactions** through phone, Zendesk, SMS, Calendly, and other approved support channels. - Complete HIL Welcome Calls with newly approved customers and ensure required verification, disclosures, and customer understanding are completed before moving the account forward. - Assist customers with questions regarding their application, approval status, account terms, payments, AutoPay, available credit, account status, and other HIL-related concerns. - Support contractors and HIL partners with application-status questions, customer follow-ups, documentation needs, and operational requests. - Monitor assigned partner-support channels and respond to inquiries within established service-level expectations. - Investigate customer and partner concerns using internal systems and tools before escalating. - Coordinate with Fraud, Cardholder Support, Complaints, Liens/Contingencies, Operations, and other internal teams when a case requires specialized handling. - Identify when a concern should be resolved directly, referred back to the contractor, escalated to L2, or transferred to another Operations team. - Perform outbound follow-ups for incomplete Welcome Calls, remediation cases, payment/AutoPay assistance, documentation requests, and other assigned HIL queues. - Maintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems. - Monitor assigned queues throughout the shift to ensure customer, merchant, and scheduled-call requests are not missed. - Assist with account closure, remediation, complaint, fraud, or dispute-related workflows according to the applicable approved procedure. - Identify unusual cases, customer-impact issues, process gaps, or recurring partner concerns and escalate them appropriately. - Help maintain an excellent customer and partner experience by minimizing unnecessary transfers and driving cases toward end-to-end resolution. **Qualifications:** - At least 2 years of experience in customer service, financial services, lending, mortgage, fintech, banking, or a similar operations environment. - Strong experience handling customers through phone, email, chat, or ticketing systems. - Experience working with external partners, merchants, contractors, vendors, or other third parties is highly preferred. - Experience supporting US-based customers is strongly preferred. - Comfortable performing both frontline customer support and backend operational work. - Strong investigative and problem-solving skills; able to gather information from multiple systems before deciding on the appropriate next step. - Excellent English communication skills, both verbal and written. - Excellent organization and time-management skills with the ability to manage multiple queues and priorities. - High attention to detail and accuracy in documenting customer interactions and operational decisions. - Experience with tools such as Zendesk, Amazon Connect or similar contact-center platforms, Asana, Slack, Google Workspace, CRM systems, and internal operations tools is preferred. - Ability to recognize potential fraud, complaint, privacy, or customer-harm concerns and escalate appropriately. - Bachelor's degree or comparable professional experience in financial services or operations. - Must be able to work scheduled US business hours and weekends when required. - Must reside in the Philippines.