HIL Support Specialist

WHY JOIN EYT?

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Monthly Rate: Php80,000 - Php100,000

+$1,000 Sign-On Bonus — Start in November or December 2026!

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New hires whose contractor start date falls within November or December 2026 are eligible for a $1,000 USD sign-on bonus. The bonus is paid in two installments at the 2-month and 4-month engagement milestones. Terms and conditions apply.

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Benefits That Work for You

• HMO Coverage — Support for your health and peace of mind.

• $121 USD Monthly Meal Allowance — A little extra to fuel your workday.

• 10 Days of Paid Time Off — Time to recharge and attend to personal priorities.

• Annual Rate Increase — Celebrate your contractor anniversary with a performance-based rate increase.

• Internet Allowance — Extra support to stay connected.

• Work Devices and Accessories Provided — The tools you need to get started.

• December Bonus — A year-end reward for qualifying performance.

• Additional Maternity Leave — Up to 6 weeks of paid leave, separate from your regular PTO.*

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Annual rate increases and December bonuses depend on meeting performance requirements and are not guaranteed. Maternity leave entitlement depends on tenure. Terms and conditions apply.

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About the Client

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We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people's assets. Our first product is the world's cheapest credit card – backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get.

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Who are we?

We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc.

Our team includes people who have built:

• Financial products (Square/CashApp, the earliest CapitalOne credit cards)

• Consumer products (Internet.org, Xbox)

• Technology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages)

• Mathematics & science infrastructure (computational research at NASA's JPL)

We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people's lives.

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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.

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Responsibilities:

• 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 before moving the account forward.

• Assist customers with questions regarding their application, approval status, account terms, payments, AutoPay, available credit, account status, and other HIL-related concerns.

• Support contractors and HIL partners with application-status questions, customer follow-ups, documentation needs, and operational requests.

• Monitor assigned partner-support channels and respond to inquiries within established 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 when a case requires specialized handling.

• Identify when a concern should be resolved directly, referred back 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 other assigned HIL queues.

• Maintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems.

• Monitor assigned queues throughout the shift to ensure customer, merchant, and scheduled-call requests are not missed.

• Assist with account closure, remediation, complaint, fraud, or dispute-related workflows according to the applicable approved procedure.

• Identify unusual cases, customer-impact issues, process gaps, or recurring partner concerns and escalate them appropriately.

• Help maintain an excellent customer and partner experience by minimizing unnecessary transfers and driving cases toward end-to-end resolution.

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Qualifications:

• 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.

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