Fraud Concierge (Customer Support)

About Us 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 ( 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 Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details. Minimalist - we are spartan in our design, in our code, and even in our processes. Speed of execution - we move fast & value decisiveness. We think speed drives quality. Responsibilities Deliver a high class concierge-level experience to every customer, owning and resolving issues end-to-end with a sense of urgency and care. Serve as the point person for high priority or sensitive client escalations, managing their expectations with a high degree of emotional intelligence. Respond to customer queries in a timely, clear, and professional manner using Zendesk and Amazon Connect. Proactively troubleshoot and resolve issues related to risk mitigation including identity, collateral ownership, and ensuring regulatory requirements to open accounts are met. Handle complex and escalated customer cases, providing effective de-escalation while ensuring resolution. Log and document all customer interactions, including complaints, compliments, and recurring issues, to support continuous improvement. Collaborate cross-functionally with Product, Engineering, and Operations teams to advocate for customer needs and drive problem resolution. Qualifications Minimum of 3 years of customer service experience supporting US-based credit card or mortgage accounts, with at least 2 years of fraud prevention experience and a strong preference for candidates with a background in handling executives. Experience delivering premium or high-touch/concierge-style support. Exceptional spoken and written English — impeccable comprehension, clarity, and diction required. Demonstrated ability to own and resolve customer issues from start to finish, including cross-team coordination. Strong organizational, time management, and problem-solving skills. High proficiency with support tools such as Zendesk, Amazon Connect, and Asana. Detail-oriented mindset — accuracy is critical in financial services. Bachelor's degree or equivalent experience in financial services or a related field. Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between) Compensation Monthly Rate: PHP 70,000 - PHP 85,000 + HMO + Internet allowance + Device and equipment + Permanent WFH