Fraud Concierge, Customer Support

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Provide an exceptional concierge-level experience to each customer, taking ownership of issues and resolving them comprehensively with urgency and care.

• Act as the primary contact for high-priority or sensitive client escalations, managing their expectations with a high level of emotional intelligence.

• Address customer inquiries promptly, clearly, and professionally using Zendesk and Amazon Connect.

• Proactively identify and resolve issues related to risk management, including identity verification, collateral ownership, and ensuring compliance with regulatory requirements for account openings.

• Manage complex and escalated customer cases, facilitating effective de-escalation while ensuring satisfactory resolutions.

• Record and document all customer interactions, including complaints, compliments, and recurring issues to support ongoing improvement efforts.

• Work collaboratively across Product, Engineering, and Operations teams to advocate for customer needs and facilitate problem resolution.

⛳️ Requirements

• At least 3 years of customer service experience supporting US-based credit card or mortgage accounts, with a minimum of 2 years in fraud prevention, and a strong preference for candidates experienced in handling executives.

• Proven experience in delivering premium or high-touch/concierge-style support.

• Outstanding spoken and written English — impeccable comprehension, clarity, and diction are essential.

• Demonstrated capability to own and resolve customer issues from inception to completion, including cross-team coordination.

• Excellent organizational, time management, and problem-solving abilities.

• High proficiency with support tools such as Zendesk, Amazon Connect, and Asana.

• Detail-oriented approach — accuracy is crucial in the financial services sector.

• Bachelor's degree or equivalent experience in financial services or a related field.

• Willingness to work US Pacific time from 10 AM to 7 PM (with a 1-hour break in between).

🏝️ Benefits

• HMO

• Internet allowance

• Device and equipment

• Permanent WFH