Customer Service - Credit Card Dispute Specialist Job at Extend Your Team in Bur

Customer Service - Credit Card Dispute Specialist

Our mission is to reduce the cost of capital across the world.

About the Company: We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much lower APRs to consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance (Nubank, Goldman Sachs, Square, Carta, SoFi) executives. Our Seed round was led by Max Levchin, and our Series A by Founders Fund - with participation in both rounds by Sequoia, NYCA, and others.

Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth & efficient product experience for consumers to apply, activate, and manage their credit cards.

We’re looking for detail-oriented, driven, and empathetic customer experience managers who want to work with intelligent, motivated, intense, and interesting people to provide people who are applying and people who have received the Aven card with an extraordinary experience.

Cultural Values:

1. Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details.
2. Minimalist - we are spartan in our design, in our code, and even in our processes.
3. Speed of execution - we move fast & value decisiveness. We think speed drives quality.

Responsibilities

1. Receive and document customer complaints related to credit card transactions, billing issues, fraudulent activities, and other concerns in a timely & effective manner via ZenDesk or other customer support tools.
2. Maintain detailed records of complaints, investigations, resolutions, and other relevant information in the complaint management system. This includes tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems.
3. Conduct thorough investigations to gather relevant information and evidence pertaining to the complaint.
4. Working with customers to help them go through our application flow when required.
5. Analyze credit card statements, transaction records, and other relevant documents to identify errors, discrepancies, or potential issues.
6. Evaluate complaints based on established policies, procedures, and regulatory guidelines to determine appropriate courses of action.
7. Collaborate with internal departments, such as fraud prevention, billing, and compliance, to gather necessary information and resolve complex complaints.
8. Ensure compliance with applicable laws, regulations, and internal policies while resolving customer complaints.
9. Aid in reviewing procedures to help improve company processes.
10. Provide timely and accurate resolutions to customer complaints, aiming to achieve customer satisfaction and retention.
11. Escalate complex or unresolved complaints to higher levels of management or specialized departments for further investigation and resolution.
12. Identify trends or recurring issues in customer complaints and provide feedback to management for process improvement initiatives.
13. Stay updated on industry trends, regulations, and best practices related to credit card operations and complaint.

Requirements

• At least 2 years (and above) of experience under a US Loan or Mortgage account handling Credit Card or Card services specific tasks.
• 2 years and above Leadership experience.
• More than 2 years experience in customer service, dispute resolution, or complaint handling, preferably in the banking or financial services industry.
• In-depth knowledge of credit card operations, billing cycles, transaction processing, and related regulations (such as the Fair Credit Billing Act).
• Ability to remain professional at all times.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and internal stakeholders. Fluency, clarity, and good diction in English.
• Proficiency, speed, and accuracy in written communication.
• Great organizational skills plus strong analytical and problem-solving skills with the ability to investigate complaints and identify potential resolutions.
• Empathy and patience to understand customers' concerns and address them professionally and courteously.
• Attention to detail and accuracy in documenting complaints, investigations, and resolutions.
• Ability to work independently and handle a high volume of complaints while meeting deadlines.
• Proficiency in using complaint management systems, customer relationship management (CRM) software, and other relevant tools.
• Familiarity with data protection and privacy regulations, such as the General Data Protection Regulation (GDPR) and the Payment Card Industry Data Security Standard (PCI DSS), is desirable.
• Knowledge of relevant consumer protection laws and regulations, such as the Consumer Financial Protection Bureau (CFPB) guidelines, is a plus.
• Experience using task management tools, Google Drive, and Email.
• Experience using customer communication tools like ZenDesk is a plus.
• 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).

Location: HQ - Burlingame, CA (San Francisco Bay Area). Remote work - Rest of US, Philippines.