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:
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.
Responsibilities
Responding to customer queries in a timely & effective manner via Zendesk or other customer support tools
Identifying and resolving fraud and risk issues (e.g. account opening / identity theft, account takeover, check kiting, money laundering, etc.)
Thoroughly documenting investigative steps, conclusions, and remediation in addition to customer compliments & complaints
Designing and modifying fraud prevention policy and procedure
Auditing, coaching, and training junior level staff
Collaborating with other departments to process department related tasks
Review customer account opening applications through various fraud software platforms to ensure standards are met
Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems
Requirements
At least 2 years of experience in a similar role, preferably with a top 25 depository US Financial Institution
In-depth knowledge of US Banking regulations as it pertains to fraud
Working knowledge of MS Excel / Google Sheets formulas and function is a must; basic SQL knowledge strongly preferred
Experienced in customer-facing roles in a depository account
Superb communication, collaboration, and problem-solving skills including root-cause analysis.
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 5 PM (with a 1-hour break time in between)
Must be presently residing in the Philippines
Location:
HQ - Campbell, CA (San Francisco Bay Area). Remote work - Rest of the US, Philippines