Partnership Support Specialist

Vaga não está no LinkedIn

🕒 Setembro 3

🇵🇭 Filipinas – Remoto

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

💝 Suporte ao Cliente

👻 Score fantasma 25%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Extend Your Team

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2020

🏥 Saúde

🛡️ Seguros

📣 Marketing

Healthcare • Insurance • Marketing

A Extend Your Team é uma empresa de recrutamento e serviços gerenciados que forma equipes de assistentes virtuais e operações remotas experientes para empresas em rápido crescimento. Eles utilizam um sistema de seleção proprietário para alocar profissionais autônomos e em tempo integral (assistentes executivos, representantes de suporte ao cliente, contadores, analistas) que se integram aos fluxos de trabalho dos clientes para impulsionar a execução, reduzir custos e escalar operações rapidamente. A Extend Your Team atende startups apoiadas por VC, empresas de médio porte e grandes corporações em setores como fintech, seguros, hipotecas e serviços financeiros, com ênfase em ROI mensurável e contratação rápida e estratégica.

Descrição

• Handle inbound and outbound HIL customer interactions through phone, Zendesk, SMS, Calendly, and other approved support channels. • Complete HIL Welcome Calls with newly approved customers and ensure required verification, disclosures, and customer understanding are completed. • Assist customers with application, approval status, account terms, payments, AutoPay, available credit, account status, and other HIL-related questions. • Support contractors and HIL partners with application-status questions, customer follow-ups, documentation needs, and operational requests. • Monitor assigned partner-support channels and respond within service-level expectations. • Investigate customer and partner concerns using internal systems and tools before escalating. • Coordinate with Fraud, Cardholder Support, Complaints, Liens/Contingencies, Operations, and other internal teams. • Determine whether concerns should be resolved directly, referred to the contractor, escalated to L2, or transferred to another Operations team. • Perform outbound follow-ups for incomplete Welcome Calls, remediation cases, payment/AutoPay assistance, documentation requests, and assigned HIL queues. • Maintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems. • Monitor assigned queues throughout the shift. • Assist with account closure, remediation, complaint, fraud, and dispute-related workflows. • Escalate unusual cases, customer-impact issues, process gaps, and recurring partner concerns. • Drive cases toward end-to-end resolution while minimizing unnecessary transfers.

🎯 Requisitos

• At least 2 years of experience in customer service, financial services, lending, mortgage, fintech, banking, or a similar operations environment. • Strong experience handling customers through phone, email, chat, or ticketing systems. • Experience working with external partners, merchants, contractors, vendors, or other third parties is highly preferred. • Experience supporting US-based customers is strongly preferred. • Comfortable performing both frontline customer support and backend operational work. • Strong investigative and problem-solving skills; able to gather information from multiple systems before deciding on the appropriate next step. • Excellent English communication skills, both verbal and written. • Excellent organization and time-management skills with the ability to manage multiple queues and priorities. • High attention to detail and accuracy in documenting customer interactions and operational decisions. • 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. • Ability to recognize potential fraud, complaint, privacy, or customer-harm concerns and escalate appropriately. • Bachelor's degree or comparable professional experience in financial services or operations. • Must be able to work scheduled US business hours and weekends when required. • Must reside in the Philippines.