Team Leader

3 weeks ago

San Fernando, Philippines Extend Your Team Full time

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Overview

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 and finance executives. Our Seed round was led by Max Levchin, and our Series A by Founders Fund, with participation from Sequoia, NYCA, and others. Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models for underwriting, and a smooth product experience for consumers to apply, activate, and manage their credit cards.

Cultural Values:

  • Depth and rigor of thought – we try to be rigorous in our thinking and dive into the details.
  • Minimalist – we are spartan in our design, in our code, and in our processes.
  • Speed of execution – we move fast and value decisiveness. We think speed drives quality.
Responsibilities
  • Responding to customer queries in a timely and 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 and 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
  • Reviewing customer account opening applications through various fraud software platforms to ensure standards are met
  • Tracking customer experiences across online and offline channels using logs, dashboards, and CRM systems
Qualifications
  • At least 5 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; 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 and time management abilities
  • Experience using customer communication tools (Zendesk), task management tools, Google Drive, and Email
  • Detail-oriented – accuracy matters in financial services
  • 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)
  • Must be presently residing in the Philippines
Location & Work Arrangement

Location: HQ – Burlingame, CA (San Francisco Bay Area). Remote work – Rest of the US, Philippines

Job Type: Full-time

  • Health insurance
  • Work from home
Schedule
  • 8 hour shift
  • Night shift
Work Location

Remote

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Finance and Sales
Industries
  • Outsourcing and Offshoring Consulting
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