Team Leader (Deposit)

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 http://Internet.org, Xbox) - 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. We’re looking for detail-oriented, driven, and empathetic customer experience specialists who want to work with intelligent, motivated, intense, and interesting people to provide deposit account support. 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. Responsibilities - Work the operations queue, including ACH returns and exceptions, manual reviews of transfers and bill payments, account closures, and account updates, following/updating documented procedures, and flag potential fraud to the fraud team. - Investigate and resolve transaction and account issues (ACH activity, debit cards, holds and posting, statements, account access), confirming the facts in internal systems before acting or responding to a customer. - Assist with Reg E–related inquiries, including dispute intake, status updates, and customer communications, in coordination with Operations and Compliance. - Manage cases end-to-end in Zendesk and Asana, accurately documenting actions and outcomes. - Identify recurring issues and process gaps, and help update procedures to address them. - Support customers by phone and email as needed, including escalated, time-sensitive financial concerns, with professionalism and effective de-escalation. Qualifications - 5+ years of experience in operations or customer support for U.S. consumer banking or credit union products (checking accounts, debit cards, credit cards, or mortgages). Credit union operations experience and team leadership are a plus. - Experience working operational queues (returns, exceptions, manual reviews) in a regulated financial services environment, and comfortable handling phone and email support when needed. - Working knowledge of: - ACH deposits, withdrawals, and returns - Debit card transactions - Pending vs. posted transactions - Basic holds and posting timelines - Monthly statements - Excellent verbal and written communication skills, with the ability to explain financial concepts clearly to customers. - Investigative mindset and attention to detail: verifies the facts in internal systems before acting or responding, rather than working from assumptions. - Ownership and candor: asks questions early, flags uncertainty, and escalates instead of guessing. - Experience using Zendesk, Amazon Connect, Asana, or similar customer support and case management tools. - Ability to work U.S. Pacific Time (8:00 AM – 5:00 PM, with a 1-hour break). - Must be based in the Philippines Location: Remote Compensation: - Php 100,000-150,000 monthly (pay commensurate with experience) - with internet allowance - HMO healthcare coverage - Devices and equipment are provided