This is a remote position.
About Us
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.
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.
1. Team Leadership & Coaching
- Supervise a team of loan originators or customer service agents.
- Assign daily tasks, monitor workload, and ensure SLAs (service level agreements) are met.
- Conduct regular coaching sessions, one-on-ones, and performance appraisals.
- Promote a customer-centric culture and high team morale.
2. Loan Application Oversight
- Monitor the origination pipeline for mortgage or credit card applications.
- Ensure accurate data entry and processing in compliance with regulatory standards (e.g., CFPB, TILA, RESPA for mortgages).
- Identify and address application bottlenecks or process delays.
3. Customer Service Management
- Handle escalated customer inquiries and complaints, ensuring timely resolution.
- Ensure the team provides clear, accurate information on loan terms, credit decisions, and documentation.
- Maintain high customer satisfaction scores through quality service delivery.
4. Compliance & Quality Control
- Ensure all team activities adhere to internal policies and external regulations (e.g., Fair Lending Act, FCRA).
- Review and audit loan files or service interactions for completeness and accuracy.
- Support internal and external audits by preparing documentation or reports.
5. Communication & Coordination
- Serve as the point of contact between customer service, underwriting, sales, and risk departments.
- Communicate policy updates, process changes, and performance goals to the team.
- Coordinate with IT or product teams for system updates impacting loan origination.
6. Reporting & Analytics
- Track team metrics (e.g., application turnaround times, approval rates, customer feedback).
- Prepare and present weekly/monthly performance reports to upper management.
- Use data to identify trends and recommend process improvements.
7. Training & Onboarding
- Develop training programs for new hires and ongoing skill development for existing staff.
- Ensure all team members are up to date on mortgage or credit card product knowledge and system use.
8. Process Improvement
- Identify inefficiencies in loan origination or customer service processes.
- Recommend and implement process enhancements to improve speed and customer experience.
- Support digital transformation initiatives (e.g., online applications, AI-assisted customer support).
Requirements
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Qualifications - What we’re looking for:
- A seasoned Team Leader with:
- Strong Leadership history and experience. One who can drive efficiency and excellent output within his team. One who thrives in a fast-paced environment, able to manage shifting priorities and deadlines. One who proactively identifies and implements changes to improve loan origination workflows.
- Passion for Customer Service and has top tier background/training in Customer Service. At least 10 years (and above) of customer service experience with US mortgage [and] credit card accounts is a plus
- Strong communication skills to coordinate and work with cross-functional teams effectively. Fluency, clarity, and good diction in English is a must.
- Exceptional problem-solving and analytical skills for triaging and resolving complex issues.
- Strong understanding of Origination processes, including underwriting, processing, and quality control.
- Great organizational skills & time management abilities
- Experience using customer and management tools such as ZenDesk, Asana, Amazon Connect.
- Detail-Oriented skillset - we’re a financial services company so being correct about the details matter.
- Bachelor's Degree or Bachelor's Degree or comparable work experience in financial services
- Flexibility to work US Pacific time.
- Must be based in the Philippines