Partnership Support Specialist

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

📋 Description

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

• Conduct HIL Welcome Calls with newly approved customers, ensuring all necessary verification, disclosures, and understanding are achieved.

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

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

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

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

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

• Assess whether issues should be resolved directly, referred to the contractor, escalated to L2, or passed to another Operations team.

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

• Ensure accurate documentation of cases across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems.

• Track assigned queues throughout the work shift.

• Assist with workflows related to account closure, remediation, complaints, fraud, and disputes.

• Escalate atypical cases, customer-impacting issues, process deficiencies, and recurring partner concerns.

• Drive cases toward complete resolution while minimizing unnecessary transfers.

⛳️ Requirements

• Minimum of 2 years of experience in customer service, financial services, lending, mortgage, fintech, banking, or a similar operational environment.

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

• Experience collaborating with external partners, merchants, contractors, vendors, or other third parties is highly preferred.

• Strongly preferred experience in supporting customers based in the US.

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

• Strong investigative and problem-solving abilities; capable of gathering information from various systems before determining the appropriate next steps.

• Exceptional English communication skills, both verbal and written.

• Outstanding organizational and time-management skills with the ability to handle multiple queues and priorities efficiently.

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

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

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

• 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.

• Must reside in the Philippines.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career growth.

• Work in a dynamic and supportive team environment.