HIL Support Specialist
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Job Description
Remote HIL Support Specialist serving customers and partners for a technology-driven home-equity credit card company. Handling welcome calls, account support, investigations, and operational escalations.
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 verify required disclosures and customer understanding
- Assist customers with applications, approval status, account terms, payments, AutoPay, available credit, account status, and other HIL concerns
- Support contractors and HIL partners with application-status questions, customer follow-ups, documentation needs, and operational requests
- Monitor partner-support channels and respond within 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
- Determine whether concerns should be resolved directly, referred 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 assigned HIL queues
- Maintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems
- Monitor assigned queues throughout the shift
- Assist with account closure, remediation, complaint, fraud, or dispute-related workflows
- Identify unusual cases, customer-impact issues, process gaps, and recurring partner concerns for escalation
- Drive cases toward end-to-end resolution while minimizing unnecessary transfers
Requirements:
- 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 with external partners, merchants, contractors, vendors, or other third parties is highly preferred
- Experience supporting US-based customers is strongly preferred
- Comfortable performing frontline customer support and backend operational work
- Strong investigative and problem-solving skills
- Excellent English communication skills, verbal and written
- Excellent organization and time-management skills
- High attention to detail and accuracy in documenting customer interactions and operational decisions
- Experience with Zendesk, Amazon Connect or similar contact-center platforms, Asana, Slack, Google Workspace, CRM systems, and internal operations tools is preferred
- Ability to recognize and appropriately escalate potential fraud, complaint, privacy, or customer-harm concerns
- 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
- Must be amenable to working in the US timezone
- Must be comfortable working with a Time Tracking Application
Benefits:
- HMO Coverage
- $121 USD Monthly Meal Allowance
- 10 Days of Paid Time Off
- Annual Rate Increase based on performance
- Internet Allowance
- Work Devices and Accessories Provided
- December Bonus for qualifying performance
- Up to 6 weeks of paid Additional Maternity Leave, separate from regular PTO
- $1,000 USD Sign-On Bonus for eligible contractor start dates in November or December 2026, paid in two installments at the 2-month and 4-month engagement milestones
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