Customer Support Specialist (Digital Banking)

Extend Your Team

4d • Remote

About The Position

We are reinventing consumer credit 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. We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance executives with top-tier investors. Our team includes people who have built: Financial products (Square/CashApp, the earliest CapitalOne credit cards), Consumer products (Internet.org, Xbox), and 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: 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.

Requirements

• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed