Experienced Customer Support Specialist (Fraud - US Loan and Mortgage Underwriting Expertise) – Join arenaflex
About arenaflex
At arenaflex, we're a dynamic and innovative company that's revolutionizing the way we approach financial services. Our mission is to reduce the cost of capital across the world by providing cutting-edge solutions that empower consumers to take control of their financial lives. With a team of talented professionals from diverse backgrounds, including deep technology and finance executives, we're committed to pushing the boundaries of what's possible.
About the Role
We're seeking an experienced Customer Support Specialist with a strong background in US Loan and Mortgage Underwriting to join our team. As a key member of our customer experience team, you'll play a critical role in providing exceptional support to our customers, ensuring that their experience with arenaflex is seamless, efficient, and memorable.
Responsibilities
As a Customer Support Specialist, you'll be responsible for:
- Responding to customer queries in a timely and effective manner via Zendesk or other customer support tools
- Documenting and logging issues, as well as customer compliments and complaints
- Working closely with other departments to process department-related tasks
- Reviewing customer loan applications through various fraud software platforms
- Reviewing customer loan application documentation to ensure standards are met
- Aiding in reviewing company operating procedures to improve internal company processes
- Tracking customer experiences across online and offline channels using logs, dashboards, and CRM systems
Requirements
To be successful in this role, you'll need:
- At least 2 years (and above) of experience under a US Loan or Mortgage account handling Underwriting and Fraud specific tasks
- In-depth knowledge of US Underwriting
- Experienced in customer-facing roles in a loan or mortgage account
- Superb communication, collaboration, and problem-solving skills
- Deep investigative skills
- Proficiency, speed, and accuracy in written communication
- Fluency, clarity, and good diction in English
- Great organizational skills and time management abilities
- Working knowledge of Excel formulas and SQL preferred
- Experience using customer communication tools (Zendesk), task management tools, Google Drive, and Email
- Detail-Oriented – we're a financial services company, so being correct about the details matters
- Bachelor's Degree or comparable work experience in financial services
- Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)
Must live in the Philippines
Benefits
As a valued member of our team, you'll enjoy a range of benefits, including:
- Enjoy HMO after your first month, no need to wait for 3 months or 6 months!
- Internet issues at home? Don't worry, we got you! We will reimburse your internet expenses of up to $50/month after your first month!
- Not interested in an internet allowance but perhaps you are more keen on enrolling a free dependent for the HMO? You have the freedom to choose! We let our employees choose to get either $50 monthly internet allowance or ONE FREE dependent for HMO! *enrolling additional dependents is possible with a one-time salary deduction of PHP 4,200 per quarter
- Be there with your family & loved ones in crucial times – whether it's a celebration or an emergency, you deserve to be with your family! We are providing 5 PTOs per year after 6 months!
- Get paid on US Holidays when your client's business is closed
Looking for more perks and discounts? Well, look no more! Join us and enjoy the following (courtesy of our HMO partner):
- Celebrate your special day with a delicious Red Ribbon birthday cake
- Discounted monthly rate in Gold's Gym – for you and two more friends/family! (Because committing to a healthy lifestyle is not fun if you are alone...)
- Free Eye Check-Up and discount on selected items in Sarabia Optical
- Discount card from Coffee Bean and Tea Leaf (discounts, unlimited internet access, earning point system)
- Discount codes from Grab
As we continue to grow, more benefits are being planned to be rolled out soon!
Why Join arenaflex?
At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in the importance of work-life balance, and we're dedicated to providing our employees with the resources and support they need to succeed. If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we'd love to hear from you! Apply now to join our team and be a part of our mission to revolutionize the financial services industry. Apply Job! Apply for this job