HIL Support Specialist

<h1><strong>WHY JOIN EYT?</strong></h1><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em">Monthly Rate:<strong> Php80,000 - Php100,000</strong></p><p style="min-height:1.5em"><strong><u>+$1,000</u></strong> Sign-On Bonus — Start in November or December 2026!</p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em"><em>New hires whose contractor start date falls within November or December 2026 are eligible for a $1,000 USD sign-on bonus. The bonus is paid in two installments at the 2-month and 4-month engagement milestones. Terms and conditions apply.</em></p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><h2><strong>Benefits That Work for You</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">HMO Coverage — Support for your health and peace of mind.</p></li><li><p style="min-height:1.5em">$121 USD Monthly Meal Allowance — A little extra to fuel your workday.</p></li><li><p style="min-height:1.5em">10 Days of Paid Time Off — Time to recharge and attend to personal priorities.</p></li><li><p style="min-height:1.5em">Annual Rate Increase — Celebrate your contractor anniversary with a performance-based rate increase.</p></li><li><p style="min-height:1.5em">Internet Allowance — Extra support to stay connected.</p></li><li><p style="min-height:1.5em">Work Devices and Accessories Provided — The tools you need to get started.</p></li><li><p style="min-height:1.5em">December Bonus — A year-end reward for qualifying performance.</p></li><li><p style="min-height:1.5em">Additional Maternity Leave — Up to 6 weeks of paid leave, separate from your regular PTO.*</p></li></ul><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em"><em>Annual rate increases and December bonuses depend on meeting performance requirements and are not guaranteed. Maternity leave entitlement depends on tenure. Terms and conditions apply.</em></p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em"><strong>About the Client</strong></p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em">We are reinventing consumer credit. We wildly reduce the cost of capital 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.</p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em"><strong>Who are we?</strong></p><p style="min-height:1.5em">We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc.</p><p style="min-height:1.5em">Our team includes people who have built:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Financial products (Square/CashApp, the earliest CapitalOne credit cards)</p></li><li><p style="min-height:1.5em">Consumer products (<a target="_blank" rel="noopener noreferrer nofollow" href="http://Internet.org">Internet.org</a>, Xbox)</p></li><li><p style="min-height:1.5em">Technology infrastructure (Visual Studio, Windows &amp; Azure, helped design the C++ &amp; C# languages)</p></li><li><p style="min-height:1.5em">Mathematics &amp; science infrastructure (computational research at NASA's JPL)</p></li></ul><p style="min-height:1.5em">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.</p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em"><strong>Cultural Values:</strong></p><ol style="min-height:1.5em"><li><p style="min-height:1.5em">Depth and rigor of thought - we try to be rigorous in our thinking &amp; dive into the details.</p></li><li><p style="min-height:1.5em">Minimalist - we are spartan in our design, in our code, and even in our processes.</p></li><li><p style="min-height:1.5em">Speed of execution - we move fast &amp; value decisiveness. We think speed drives quality.</p></li></ol><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em"><strong>Responsibilities:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Handle <strong>inbound and outbound HIL customer interactions </strong>through phone, Zendesk, SMS, Calendly, and other approved support channels.</p></li><li><p style="min-height:1.5em">Complete HIL Welcome Calls with newly approved customers and ensure required verification, disclosures, and customer understanding are completed before moving the account forward.</p></li><li><p style="min-height:1.5em">Assist customers with questions regarding their application, approval status, account terms, payments, AutoPay, available credit, account status, and other HIL-related concerns.</p></li><li><p style="min-height:1.5em">Support contractors and HIL partners with application-status questions, customer follow-ups, documentation needs, and operational requests.</p></li><li><p style="min-height:1.5em">Monitor assigned partner-support channels and respond to inquiries within established service-level expectations.</p></li><li><p style="min-height:1.5em">Investigate customer and partner concerns using internal systems and tools before escalating.</p></li><li><p style="min-height:1.5em">Coordinate with Fraud, Cardholder Support, Complaints, Liens/Contingencies, Operations, and other internal teams when a case requires specialized handling.</p></li><li><p style="min-height:1.5em">Identify when a concern should be resolved directly, referred back to the contractor, escalated to L2, or transferred to another Operations team.</p></li><li><p style="min-height:1.5em">Perform outbound follow-ups for incomplete Welcome Calls, remediation cases, payment/AutoPay assistance, documentation requests, and other assigned HIL queues.</p></li><li><p style="min-height:1.5em">Maintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems.</p></li><li><p style="min-height:1.5em">Monitor assigned queues throughout the shift to ensure customer, merchant, and scheduled-call requests are not missed.</p></li><li><p style="min-height:1.5em">Assist with account closure, remediation, complaint, fraud, or dispute-related workflows according to the applicable approved procedure.</p></li><li><p style="min-height:1.5em">Identify unusual cases, customer-impact issues, process gaps, or recurring partner concerns and escalate them appropriately.</p></li><li><p style="min-height:1.5em">Help maintain an excellent customer and partner experience by minimizing unnecessary transfers and driving cases toward end-to-end resolution.</p></li></ul><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em"><strong>Qualifications:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">At least 2 years of experience in customer service, financial services, lending, mortgage, fintech, banking, or a similar operations environment.</p></li><li><p style="min-height:1.5em">Strong experience handling customers through phone, email, chat, or ticketing systems.</p></li><li><p style="min-height:1.5em">Experience working with external partners, merchants, contractors, vendors, or other third parties is highly preferred.</p></li><li><p style="min-height:1.5em">Experience supporting US-based customers is strongly preferred.</p></li><li><p style="min-height:1.5em">Comfortable performing both frontline customer support and backend operational work.</p></li><li><p style="min-height:1.5em">Strong investigative and problem-solving skills; able to gather information from multiple systems before deciding on the appropriate next step.</p></li><li><p style="min-height:1.5em">Excellent English communication skills, both verbal and written.</p></li><li><p style="min-height:1.5em">Excellent organization and time-management skills with the ability to manage multiple queues and priorities.</p></li><li><p style="min-height:1.5em">High attention to detail and accuracy in documenting customer interactions and operational decisions.</p></li><li><p style="min-height:1.5em">Experience with tools such as Zendesk, Amazon Connect or similar contact-center platforms, Asana, Slack, Google Workspace, CRM systems, and internal operations tools is preferred.</p></li><li><p style="min-height:1.5em">Ability to recognize potential fraud, complaint, privacy, or customer-harm concerns and escalate appropriately.</p></li><li><p style="min-height:1.5em">Bachelor's degree or comparable professional experience in financial services or operations.</p></li><li><p style="min-height:1.5em">Must be able to work scheduled US business hours and weekends when required.</p></li><li><p style="min-height:1.5em">Must reside in the Philippines.</p></li></ul><br/><br/>Please mention the word **ROOMIER** and tag RMmEwMTo0Zjg6MTQxOjQyMjk6OjI= when applying to show you read the job post completely (#RMmEwMTo0Zjg6MTQxOjQyMjk6OjI=). 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