Credit Card Customer Support Specialist
About The Position
The Credit Card Customer Support Specialist supports customers of a consumer credit company whose first product is a credit card backed by home equity. This role responds to customer queries and helps resolve account-related issues, including payments, statements, and bugs. It also handles escalated customer concerns, documents customer issues and feedback, and works as part of a 24/7 customer support team. The position is permanently work from home and follows US Pacific hours, with a stated schedule of 10 AM to 7 PM and a one-hour break. The successful candidate must be amenable to a shifting schedule and live in the Philippines. The posting lists a monthly rate of Php70,000–Php100,000, plus a conditional sign-on bonus for qualifying November or December 2026 contractor start dates.
Requirements
- At least 3 years of customer service experience with US mortgage and credit card accounts.
- Fluency, clarity, and good diction in English.
- Excellent communication, collaboration, and problem-solving skills.
- Proficiency, speed, and accuracy in written communication.
- Strong organizational skills and time-management abilities.
- Experience using customer and management tools such as Zendesk, Asana, and Amazon Connect.
- Detail-oriented approach, with accuracy in financial-services work.
- Bachelor's degree or comparable work experience in financial services.
- Flexibility to work US Pacific time, 10 AM to 7 PM, with a one-hour break, and amenability to a shifting schedule.
- Must live in the Philippines.
Responsibilities
- Respond to customer queries in a timely and effective manner using Zendesk and Amazon Connect.
- Work with customers to resolve account-related issues, including payments, statements, and bugs.
- Handle escalated customers and provide de-escalation pathways while ensuring their issues are fixed.
- Document and log issues, customer compliments, and complaints.
- Contribute to a 24/7 customer support team.
Benefits
- HMO coverage.
- $121 USD monthly meal allowance.
- 10 days of paid time off.
- Annual performance-based rate increase, subject to performance requirements and not guaranteed.
- Internet allowance.
- Work devices and accessories provided.
- December bonus for qualifying performance; not guaranteed.
- Up to 6 weeks of paid maternity leave, separate from regular PTO; entitlement depends on tenure.
- Conditional $1,000 USD sign-on bonus for contractor start dates in November or December 2026, paid in two installments at the 2-month and 4-month engagement milestones.
