Credit Card Disputes Specialist

Job Information Date Opened 07/11/2025 Job Type Full time Industry Financial Services Salary USD 7-8/hr Remote Job Job Description This is a remote position. Company Mission: (EYT CLIENT) Our mission is to reduce the cost of capital across the world. About the Company: (EYT CLIENT) 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 intuitive operations specialists who want to work with intelligent, motivated, intense, and interesting people to support the company in its goal to offer cutting-edge products and excellent customer service to its clients. Cultural Values: • Depth and rigor of thought - We try to be rigorous in our thinking & dive into the details. • Minimalist - We are spartan in our design, in our code, and even in our processes. • Speed of execution - We move fast & value decisiveness. We think speed drives quality. Responsibilities • 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 • 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 • Conduct thorough investigations to gather relevant information and evidence pertaining to the complaint. • Working with customers to help them go through our application flow when required • Analyze credit card statements, transaction records, and other relevant documents to identify errors, discrepancies, or potential issues. • Evaluate complaints based on established policies, procedures, and regulatory guidelines to determine appropriate courses of action. • Collaborate with internal departments, such as fraud prevention, billing, and compliance, to gather necessary information and resolve complex complaints. • Ensure compliance with applicable laws, regulations, and internal policies while resolving customer complaints. • Aid in reviewing procedures to help improve company processes. • Provide timely and accurate resolutions to customer complaints, aiming to achieve customer satisfaction and retention. • Escalate complex or unresolved complaints to higher levels of management or specialized departments for further investigation and resolution. • Identify trends or recurring issues in customer complaints and provide feedback to management for process improvement initiatives. • Stay updated on industry trends, regulations, and best practices related to credit card operations and complaint handling. Requirements Qualifications • At least 2 years (and above) of experience under a US Loan or US 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 Bachelor's Degree or comparable work experience in financial services • Must be based in the Philippines • Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between) • **Due to the volume of applications we receive, only qualified candidates will be contacted. • **Pay is commensurate to experience Apply tot his job