Credit Card Complaints Specialist - US

Job description A. ABOUT EXTEND YOUR TEAM Being driven, passionate, and genuine is what connects us. If this describes you, then itís time for you to join us! At Extend Your Team, youíll find a place where you can nurture your talent and learn new ones as you go. Youíll get the chance to connect with other like-minded professionals and be able to work with a fantastic team that is committed to their work, have a sense of purpose, and can handle adversity with humour and grace. What makes us Different Top Tier Benefits - We respect your time and your needs. We show it by making sure you get compensated well without any delays. Unlimited Online Training - You can access different online courses such as Digital Marketing, Six Sigma, Programming, and more! No Ghosting - We do not ëghostí you and not pay. Monthly Support - We will check in with you regularly to make sure you are successful. Your Voice Matters - We encourage feedback and suggestions within the team. We do not believe in hierarchy and believe in Agile HR. Benefits Package As a virtual outsourcing company that invests and deeply cares about their freelancers and individual contractors, we aim to provide the best possible remote working experience for everyone, starting with the benefits. Enjoy HMO after your first month, no need to wait for 3 months or 6 months! Internet issues at home? Donít worry, we got you! We will reimburse your internet expenses of up to $50/month after your first month! Not interested in an internet allowance but perhaps you are more keen on enrolling a free dependent for the HMO? You have the freedom to choose! We let our employees choose to get either $50 monthly internet allowance or ONE FREE dependent for HMO! *enrolling additional dependents is possible with a one-time salary deduction of PHP 4,200 per quarter Be there with your family & loved ones in crucial times - whether itís a celebration or an emergency, you deserve to be with your family! We are providing 5 PTOs per year after 6 months! Get paid on US Holidays when your client's business is closed Looking for more perks and discounts? Well, look no more! Join us and enjoy the following (courtesy of our HMO partner): Celebrate your special day with a delicious Red Ribbon birthday cake Discounted monthly rate in Goldís Gym - for you and two more friends/family! (Because committing to a healthy lifestyle is not fun if you are aloneÖ) Free Eye Check-Up and discount on selected items in Sarabia Optical Discount card from Coffee Bean and Tea Leaf (discounts, unlimited internet access, earning point system) Discount codes from Grab As we continue to grow. more benefits are being planned to be rolled out soon! B. ABOUT THE CLIENT Company Mission: Our mission is to reduce the cost of capital across the world. About the Company: We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much lower APRs to consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance (Nubank, Goldman Sachs, Square, Carta, SoFi) executives. Our Seed round was led by Max Levchin, and our Series A by Founders Fund - with participation in both rounds by Sequoia, NYCA, and others. Our work involves building the worldís first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth & efficient product experience for consumers to apply, activate, and manage their credit cards. Weíre looking for detail-oriented, driven, and empathetic customer experience managers who want to work with intelligent, motivated, intense, and interesting people to provide people who are applying and people who have received the Aven card with an extraordinary experience. 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 Receive and document customer complaints related to credit card transactions, billing issues, fraudulent activities, and other concerns in a timely & effective manner via ZenDesk or other customer support tools Maintain detailed records of complaints, investigations, resolutions, and other relevant information in the complaint management system. This includes tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems Conduct thorough investigations to gather relevant information and evidence pertaining to the complaint. Working with customers to help them go through our application flow when required Analyze credit card statements, transaction records, and other relevant documents to identify errors, discrepancies, or potential issues. Evaluate complaints based on established policies, procedures, and regulatory guidelines to determine appropriate courses of action. Collaborate with internal departments, such as fraud prevention, billing, and compliance, to gather necessary information and resolve complex complaints. Ensure compliance with applicable laws, regulations, and internal policies while resolving customer complaints. Aid in reviewing procedures to help improve company processes. Provide timely and accurate resolutions to customer complaints, aiming to achieve customer satisfaction and retention. Escalate complex or unresolved complaints to higher levels of management or specialized departments for further investigation and resolution. Identify trends or recurring issues in customer complaints and provide feedback to management for process improvement initiatives. Stay updated on industry trends, regulations, and best practices related to credit card operations and complaint handling. Qualifications At least 2 years (and above) of experience under a US Loan or Mortgage account handling Credit Card or Card services specific tasks 2 years and above Leadership experience More than 2 years experience in customer service, dispute resolution, or complaint handling, preferably in the banking or financial services industry. In-depth knowledge of credit card operations, billing cycles, transaction processing, and related regulations (such as the Fair Credit Billing Act). Ability to remain professional at all times Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and internal stakeholders. Fluency, clarity, and good diction in English Proficiency, speed, and accuracy in written communication. Great organizational skills plus strong analytical and problem-solving skills with the ability to investigate complaints and identify potential resolutions. Empathy and patience to understand customers' concerns and address them professionally and courteously. Attention to detail and accuracy in documenting complaints, investigations, and resolutions. Ability to work independently and handle a high volume of complaints while meeting deadlines. Proficiency in using complaint management systems, customer relationship management (CRM) software, and other relevant tools. Familiarity with data protection and privacy regulations, such as the General Data Protection Regulation (GDPR) and the Payment Card Industry Data Security Standard (PCI DSS), is desirable. Knowledge of relevant consumer protection laws and regulations, such as the Consumer Financial Protection Bureau (CFPB) guidelines, is a plus. Experience using task management tools, Google Drive, and Email Experience using customer communication tools like ZenDesk is a plus Bachelor's Degree or Bachelor's Degree or comparable work experience in financial services Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between) Location: HQ - Burlingame, CA (San Francisco Bay Area). Remote work - Rest of the US, Philippines Job Type: Full-time Pay: From Php60,000.00 per month Benefits: Health insurance Opportunities for promotion Work from home Schedule: 8 hour shift Evening shift Monday to Friday Night shift Application Question(s): Are you willing to undergo a series of assessment? Are you amenable to working in Eastern or Pacific Time? (night shift) Experience: US dispute resolution, or complaints handling: 3 years (Required) US Loan or Mortgage account: 3 years (Required) Credit Card or Card services: 2 years (Required)