Loan Origination Customer Support
Job Description
Company Mission:
Our mission is to reduce the cost of capital across the world.
About the Company:
We have created a new credit card backed by an advanced asset-securing platform, which lets us 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. Max Levchin led our Seed round, and Founders Fund led our Series A, with Sequoia, NYCA, and others participating in both rounds.
Our work involves building the world’s 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.
We’re 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.
Requirements
Responsibilities
Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools
Documenting & logging issues (as well as customer compliments & complaints)
Working with customers to help them go through our application flow when required
Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems
Qualifications
At least 2 years (and above) of experience under a US Loan or Mortgage account handling Loan Origination or Underwriting specific tasks
Experienced in customer-facing roles in a loan or mortgage account
Superb communication, collaboration, and problem-solving skills.
Proficiency, speed, and accuracy in written communication.
Fluency, clarity, and good diction in English
Great organizational skills & time management abilities
Experience using customer communication tools (ZenDesk), task management tools, Google Drive, and Email.
Detail-Oriented - we’re a financial services company so being correct about the details matter
Bachelor's Degree or comparable work experience in financial services
Flexibility to work US Pacific time 9 AM to 6 AM (with a 1-hour break time in between)
Must live in the Philippines