HIL Support Specialist

About the Role

This remote, full-time position centers on providing high-level support to partners and clients in a rapid, evolving setting. You will serve as a key operations team member and a main contact for account management and financial service queries, ensuring service standards and quality interactions are upheld. You will collaborate with internal and external stakeholders to solve intricate problems and improve service operations, all while benefiting from clear performance-based growth pathways and a comprehensive benefits structure.

Requirements

• At least 24 months of experience in banking, lending, mortgage, financial services, or similar operations roles.
• Demonstrated skill in managing support inquiries via ticketing systems, chat, email, or telephone.
• Excellent verbal and written English skills for effective communication with clients based in the US.
• Strong analytical and problem-solving abilities combined with meticulous documentation habits.
• Experience with tools such as Slack, Google Workspace, Amazon Connect, Zendesk, and Asana is desirable.
• Availability to work US time zones, including weekends, and willingness to use time-tracking software.
• A Bachelor's degree or equivalent operational or financial services experience is mandatory.
• Must reside in the Philippines and be capable of handling privacy and fraud-related matters.

Responsibilities

• Manage inbound and outbound communications via phone, email, and SMS.
• Execute onboarding calls for new clients and assist with application updates.
• Oversee account terms, payment processing, and general account questions.
• Record all case details precisely within systems like Asana and Zendesk.
• Analyze partner and customer issues in coordination with the Operations and Fraud teams.
• Track queues and perform follow-up tasks to ensure rapid issue resolution and fewer transfers.
• Pinpoint process deficiencies and report any potential issues that may harm customers.

Benefits & Perks

• HMO insurance coverage.
• Monthly food allowance of 121 USD.
• 10 days of paid time off.
• Stipend for internet expenses.
• Provision of necessary work equipment and peripherals.
• Potential for annual salary increases tied to performance metrics.
• Eligibility for a performance-based bonus in December.
• Up to 6 weeks of extra paid maternity leave beyond standard PTO.
• A 1,000 USD sign-on bonus for contractors starting in November or December 2026, paid in two parts.