Operations Lead – Digital Banking

🕒 February 26

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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

• Serve as the primary point of contact for customers via phone and email, handling inbound inquiries related to deposit accounts. • Resolve customer issues involving balances, transactions, interest, statements, ACH activity, debit cards, and account access. • Manage customer cases end-to-end, from initial contact through clear resolution and follow-up. • Handle escalated customer interactions, including time-sensitive financial concerns, with professionalism and effective de-escalation. • Assist with Reg E–related inquiries, including dispute intake, status updates, and customer communications, in coordination with Operations and Compliance. • Accurately document all customer interactions, actions taken, and outcomes in Zendesk or equivalent systems. • Identify recurring issues or process gaps surfaced through customer contacts and escalate them appropriately.

🎯 Requirements

• 5+ years of experience in customer support or operations for U.S. consumer banking products (checking accounts, debit cards, credit cards, or mortgages). • Proven experience handling high-volume phone and email support in a regulated financial services environment. • Strong understanding of ACH, debit card transactions, holds, posting timelines, and statements. • Excellent verbal and written communication skills, with the ability to explain financial concepts clearly to customers. • Strong problem-solving skills and attention to detail. • Experience using Zendesk, Amazon Connect, Asana, or similar customer support and case management tools. • Ability to work U.S. Pacific Time (7:00 AM – 7:00 PM, with a 1-hour break). • Bachelor’s degree or equivalent relevant experience. • Must be presently residing in the Philippines

🏖️ Benefits

• Health insurance • Professional development opportunities