Customer Support Specialist (Digital Banking)

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 financeSe (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 http://Internet.org, Xbox)

• 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.

We’re looking for detail-oriented, driven, and empathetic customer experience specialists who want to work with intelligent, motivated, intense, and interesting people to provide deposit account support.

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

• Serve as a frontline point of contact for customers via phone and email, handling inbound inquiries related to checking and deposit accounts.

• Support customers with day-to-day account questions, including balances, transactions, interest accrual, statements, ACH activity, debit card usage, and account access.

• Follow documented procedures to resolve standard customer issues, escalating more complex cases to senior Operations or Compliance teams as needed.

• Assist with Reg E–related customer inquiries, including dispute intake, basic status updates, and customer communications, under guidance from Operations and Compliance.

• Accurately document all customer interactions and actions taken in Zendesk or equivalent ticketing systems.

• Meet defined response time and quality standards for customer communications.

• Identify potential fraud or risk signals during customer interactions and escalate according to internal guidelines.

• Collaborate with internal teams by providing clear, complete case notes and supporting information when issues are handed off.

Qualifications

• 2+ years of experience in customer support or operations supporting U.S. consumer banking products, such as checking accounts, debit cards, credit cards, or similar financial products.

• Experience handling phone and email support in a regulated financial services environment.

• Working knowledge of:

  • ACH deposits and withdrawals

  • Debit card transactions

  • Pending vs. posted transactions

  • Basic holds and posting timelines

  • Monthly statements.

• Strong verbal and written communication skills, with the ability to explain account activity clearly and empathetically to customers.

• Solid attention to detail and ability to follow procedures accurately in a financial services context.

• Experience using customer support tools such as Zendesk (or similar), email, and internal knowledge bases.

• Comfort working within workflows, scripts, and escalation paths.

• Ability to work U.S. Pacific Time hours (9:00 AM – 5:00 PM, with a 1-hour break).

• Must be presently residing in the Philippines