Fraud Concierge, Customer Support

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Extend Your Team

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

🎯 Recruiter

🤝 B2B

Recruitment • B2B

Extend Your Team is a staffing and managed-services firm that builds experienced virtual assistant and remote operations teams for high-growth companies. They use a proprietary vetting system to place full-time, autonomous professionals (executive assistants, customer support reps, bookkeepers, accountants) who integrate with client workflows to drive execution, reduce overhead, and scale operations quickly. Extend Your Team serves VC-backed startups, mid-market firms and enterprises across industries such as fintech, insurance, mortgage, and financial services, emphasizing measurable ROI and rapid, strategic hiring.

📋 Description

• Deliver a high class concierge-level experience to every customer, owning and resolving issues end-to-end with a sense of urgency and care. • Serve as the point person for high priority or sensitive client escalations, managing their expectations with a high degree of emotional intelligence. • Respond to customer queries in a timely, clear, and professional manner using Zendesk and Amazon Connect. • Proactively troubleshoot and resolve issues related to risk mitigation including identity, collateral ownership, and ensuring regulatory requirements to open accounts are met. • Handle complex and escalated customer cases, providing effective de-escalation while ensuring resolution. • Log and document all customer interactions, including complaints, compliments, and recurring issues, to support continuous improvement. • Collaborate cross-functionally with Product, Engineering, and Operations teams to advocate for customer needs and drive problem resolution.

🎯 Requirements

• Minimum of 3 years of customer service experience supporting US-based credit card or mortgage accounts, with at least 2 years of fraud prevention experience and a strong preference for candidates with a background in handling executives. • Experience delivering premium or high-touch/concierge-style support. • Exceptional spoken and written English — impeccable comprehension, clarity, and diction required. • Demonstrated ability to own and resolve customer issues from start to finish, including cross-team coordination. • Strong organizational, time management, and problem-solving skills. • High proficiency with support tools such as Zendesk, Amazon Connect, and Asana. • Detail-oriented mindset — accuracy is critical in financial services. • Bachelor's degree or equivalent experience in financial services or a related field. • Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)

🏖️ Benefits

• HMO • Internet allowance • Device and equipment • Permanent WFH