Account Coordinator

Location

This role will be based on-site for the first 90 days, with the opportunity to transition to a hybrid work arrangement thereafter.  Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC.

Role Hours

The expected working hours for this position are approximately 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).  For this role, our team works staggered schedules between 9:00 PM – 9:00 AM Philippine Time. We aim to accommodate your preferred hours whenever possible.

About Point

Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we're scaling fast You have the opportunity to join us at a pivotal stage.

Game-changing Product: We're building a category defining company in home equity. We've earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 15,000+ customers.

Great Place to Work: Our employees love working here We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success. 

About the role

The sales & customer experience team focuses on helping homeowners with new product inquiries, updates on their applications, and follow up through emails, chat, voicemails, and inbound phone calls. They spend the majority of their time working with customers on the phone or through email and chat responses. This is a group full of team players who maintain a high quality of work in a fast-paced and nuanced environment as they work to deliver a great customer experience.

Your responsibilities

• Act as the first point of contact to a homeowner through email, chat, or inbound calls to Point
• Educate homeowners on Point's products and the application process
• Respond and support our homeowners in the following scenarios;
  • Questions, concerns, and feedback
  • Providing updates to the application status
  • Underwriting requests
  • Booking product calls for Account Managers 
  • Post-Funding calls with Homeowners
• Prioritize availability for homeowners to interact with Point and respond to inquiries. 
• Assist with pilot programs and various initiatives to increase conversion or improve customer experience.
• 80%+ of your time will be devoted to communication via phone and email.

About you

• 1+ year of customer service experience, ideally in financial services.
• Strong written and verbal communication skills with a customer-first mindset.
• Comfortable engaging with customers by phone, email, and chat.
• Tech-savvy and experienced with Google Suite, Slack, and Salesforce.
• Organized and detail-oriented with strong problem-solving skills.
• Team player who brings energy, empathy, and professionalism to every interaction.
• Motivated, proactive, and eager to deliver an exceptional experience for homeowners.

Our benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
• Career Advancement: Benefit from structured development programs, promotions, and certifications.
• Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
• Global Experience: Collaborate with an international team and learn from global practices.

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