Loan Origination Customer Support

Company Mission

Our mission is to reduce the cost of capital across the world.

About the Company

• We have invented a new credit card powered by an advanced asset-securing platform that enables us to 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. Our Seed round was led by Max Levchin, and our Series A by Founders Fund - with participation in
• both rounds by Sequoia, NYCA, and others.
• 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