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

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