HIL Support Specialist

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

📋 Description

• Manage inbound and outbound customer interactions for HIL via phone, Zendesk, SMS, Calendly, and other authorized support channels.

• Conduct HIL Welcome Calls with newly approved customers, ensuring the verification of required disclosures and customer comprehension.

• Assist customers with their applications, approval status, account terms, payments, AutoPay, available credit, account status, and other inquiries related to HIL.

• Provide support to contractors and HIL partners regarding application status inquiries, customer follow-ups, documentation requests, and operational needs.

• Oversee partner-support channels and respond within the established service-level expectations.

• Investigate customer and partner issues utilizing internal systems and tools prior to escalation.

• Collaborate with Fraud, Cardholder Support, Complaints, Liens/Contingencies, Operations, and other internal teams.

• Assess whether concerns should be addressed directly, referred to the contractor, escalated to Level 2, or transferred to a different Operations team.

• Conduct outbound follow-ups for incomplete Welcome Calls, remediation cases, payment/AutoPay assistance, documentation requests, and designated HIL queues.

• Ensure precise case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems.

• Monitor assigned queues consistently throughout the shift.

• Assist in workflows related to account closure, remediation, complaints, fraud, or disputes.

• Identify unusual cases, customer-impact issues, process gaps, and recurring partner concerns for escalation.

• Drive cases toward complete resolution while minimizing unnecessary transfers.

⛳️ Requirements

• A minimum of 2 years of experience in customer service, financial services, lending, mortgage, fintech, banking, or a related operations environment.

• Extensive experience in managing customer interactions through phone, email, chat, or ticketing systems.

• Preferred experience working with external partners, merchants, contractors, vendors, or other third parties.

• Strong preference for experience supporting US-based customers.

• Comfortable with both frontline customer support and backend operational tasks.

• Strong investigative and problem-solving capabilities.

• Excellent verbal and written communication skills in English.

• Outstanding organizational and time-management abilities.

• High attention to detail and accuracy when documenting customer interactions and operational decisions.

• Preferred experience with Zendesk, Amazon Connect or similar contact-center platforms, Asana, Slack, Google Workspace, CRM systems, and internal operational tools.

• Ability to identify and appropriately escalate potential fraud, complaints, privacy, or customer harm issues.

• Bachelor’s degree or equivalent professional experience in financial services or operations.

• Must be available to work scheduled US business hours and weekends as needed.

• Residency in the Philippines is required.

• Must be amenable to working in the US timezone.

• Must be comfortable utilizing a Time Tracking Application.

🏝️ Benefits

• HMO Coverage.

• $121 USD Monthly Meal Allowance.

• 10 Days of Paid Time Off.

• Annual salary increase based on performance.

• Internet Allowance.

• Work devices and accessories provided.

• December Bonus for qualifying performance.

• Up to 6 weeks of paid Additional Maternity Leave, separate from regular PTO.

• $1,000 USD Sign-On Bonus for eligible contractor start dates in November or December 2026, paid in two installments at the 2-month and 4-month engagement milestones.