Fraud Concierge, Customer Support

🕒 June 9

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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