HIL Partnership Support Specialist

About the Client

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:

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:

• Handle inbound and outbound HIL customer interactions through phone, Zendesk, SMS, Calendly, and other approved support channels.

• Complete HIL Welcome Calls with newly approved customers and ensure required verification, disclosures, and customer understanding are completed before moving the account forward.

• Assist customers with questions regarding their application, approval status, account terms, payments, AutoPay, available credit, account status, and other HIL-related concerns.

• Support contractors and HIL partners with application-status questions, customer follow-ups, documentation needs, and operational requests.

• Monitor assigned partner-support channels and respond to inquiries within established service-level expectations.

• Investigate customer and partner concerns using internal systems and tools before escalating.

• Coordinate with Fraud, Cardholder Support, Complaints, Liens/Contingencies, Operations, and other internal teams when a case requires specialized handling.

• Identify when a concern should be resolved directly, referred back to the contractor, escalated to L2, or transferred to another Operations team.

• Perform outbound follow-ups for incomplete Welcome Calls, remediation cases, payment/AutoPay assistance, documentation requests, and other assigned HIL queues.

• Maintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems.

• Monitor assigned queues throughout the shift to ensure customer, merchant, and scheduled-call requests are not missed.

• Assist with account closure, remediation, complaint, fraud, or dispute-related workflows according to the applicable approved procedure.

• Identify unusual cases, customer-impact issues, process gaps, or recurring partner concerns and escalate them appropriately.

• Help maintain an excellent customer and partner experience by minimizing unnecessary transfers and driving cases toward end-to-end resolution.

Qualifications:

• At least 2 years of experience in customer service, financial services, lending, mortgage, fintech, banking, or a similar operations environment.

• Strong experience handling customers through phone, email, chat, or ticketing systems.

• Experience working with external partners, merchants, contractors, vendors, or other third parties is highly preferred.

• Experience supporting US-based customers is strongly preferred.

• Comfortable performing both frontline customer support and backend operational work.

• Strong investigative and problem-solving skills; able to gather information from multiple systems before deciding on the appropriate next step.

• Excellent English communication skills, both verbal and written.

• Excellent organization and time-management skills with the ability to manage multiple queues and priorities.

• High attention to detail and accuracy in documenting customer interactions and operational decisions.

• Experience with tools such as Zendesk, Amazon Connect or similar contact-center platforms, Asana, Slack, Google Workspace, CRM systems, and internal operations tools is preferred.

• Ability to recognize potential fraud, complaint, privacy, or customer-harm concerns and escalate appropriately.

• Bachelor's degree or comparable professional experience in financial services or operations.

• Must be able to work scheduled US business hours and weekends when required.

• Must reside in the Philippines.