Credit Card Customer Support Specialist

About the Role

We are looking for a committed Credit Card Customer Support Specialist to participate in a 24/7 remote support department. You will assist fintech and financial services organizations in expanding their service capacity while upholding excellent performance standards. Success in this rapid-paced role depends on your capacity to adopt current workflows and produce tangible outcomes. This position is strictly remote for individuals located in the Philippines and demands high levels of independence and professionalism. You will join an organization focused on developing high-performing remote teams, providing a consistent, long-term opportunity to aid clients in essential financial service roles. You will also work alongside a talented, diverse group to address delicate account matters and ensure every user receives careful, accurate assistance.

Requirements

• You should possess at least three years of professional experience in customer support, focusing on credit card and US mortgage accounts.
• You must demonstrate English fluency with strong verbal skills, alongside exceptional problem-solving, collaboration, and communication abilities.
• You must have strong written communication skills and a meticulous attention to detail when handling intricate financial information.
• You should hold a Bachelor's degree or possess equivalent industry experience within the financial services sector.
• You need to be proficient with software tools including Amazon Connect, Asana, and ZenDesk to perform your daily duties.
• You must be based in the Philippines and have the flexibility to work shifts between 10 AM and 7 PM US Pacific time.

Responsibilities

• You will provide prompt and efficient assistance to customer requests via the Amazon Connect and ZenDesk systems.
• Your core focus involves helping users navigate various account challenges, such as technical errors, statement questions, and transaction processing.
• You will manage complex or escalated customer matters with composure, offering clear paths to resolution and ensuring every issue is thoroughly settled.
• You will keep precise documentation by logging all client engagements, including complaints, praise, and general feedback.
• You will play a part in a 24/7 support cycle, maintaining steady service performance and participating in operational processes that support the success of our financial clients.

Benefits & Perks

• You will receive a $1,000 USD sign-on bonus, distributed in two equal parts after 2 and 4 months of employment.
• You are eligible for HMO benefits, an internet subsidy, and a monthly food allowance of $121 USD.
• The package includes 10 days of paid leave, a year-end bonus subject to performance, and an annual salary adjustment based on your results.
• You will be provided with all required computer equipment and accessories.
• Eligible staff members may be entitled to up to 6 weeks of additional paid maternity leave, determined by your tenure.