Originations Backend (HOI Specialist)

About the role

We are 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.

Key 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

About you

• At least 2 years (and above) of experience under a US Loan or Mortgage account handling various document review and verification 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 10 AM to 7 PM (with a 1-hour break time in between)

• Must be from the Philippines