HIL Support Specialist

Extend Your Team is actively seeking a diligent and tech-savvy HIL Support Specialist to join their remote operations. This company is a forward-thinking player in the financial services sector, dedicated to leveraging proprietary technology to rethink consumer credit models and reduce the cost of capital for users. By joining this team, you will be entering a fast-paced environment where efficiency and customer-centric support are at the heart of their business model.

About the role

In this capacity, you will serve as a primary touchpoint for HIL customers and partners. You will be responsible for managing a high volume of interactions, ensuring that every inquiry—whether related to application statuses, payment terms, or general account information—is handled with precision and professionalism. Because the company operates on a global scale and aims to streamline complex financial processes, they rely on support staff who are comfortable working across multiple communication channels including phone, SMS, and integrated ticketing systems like Zendesk.

Your day-to-day focus will be to ensure that the customer experience remains seamless. This involves conducting welcome calls for newly approved clients, verifying documentation, and providing prompt resolutions to any operational hurdles. You will be expected to act as an investigative professional, using internal systems to diagnose issues before escalating them to senior teams.

Your core responsibilities will include:

• Managing inbound and outbound communications across various support channels.
• Performing welcome calls to guide new clients through the onboarding process and verification requirements.
• Resolving customer queries regarding account terms, payments, and application progress.
• Liaising with external contractors and financial partners to address operational requests.
• Maintaining meticulous documentation within the company's internal case management systems.
• Monitoring support queues to ensure all customer issues are addressed within defined timeframes.
• Collaborating with cross-functional teams to resolve complex technical or account-specific challenges.

What they're looking for

The ideal candidate will have a solid foundation in customer service or operations, ideally within the financial services industry. Because this role requires high levels of accuracy, you must be a detail-oriented problem solver capable of managing multiple priorities simultaneously.

• At least two years of experience in customer support, preferably within a financial or operational environment.
• Demonstrated ability to handle diverse support channels effectively.
• Proven experience in building relationships with external partners or contractors.
• High proficiency in English, with exceptional written and verbal communication skills.
• Familiarity with support software such as Zendesk and project management tools like Asana.
• A relevant bachelor's degree or equivalent professional experience in a related field.
• Availability to work according to specified schedules, which include US business hours and occasional weekend shifts.

For South African applicants, roles of this nature—particularly those supporting international financial technology firms—often offer competitive compensation packages, frequently pegged in USD or high-tier local market rates, due to the requirement for specific time zone alignment. This type of position is a common entry point for professionals looking to build a career in "FinTech," providing a gateway to specialized roles in operations management, customer success leadership, or project coordination within the broader financial services sector. Successful candidates in this niche can expect a clear growth path into senior operational or quality assurance positions as they gain institutional knowledge of the firm's lending products and systems.

• At least 2 years of experience in customer service, financial services, or a similar operations environment.
• Strong experience handling customers through various support channels.
• Experience working with external partners or contractors is preferred.
• Excellent English communication skills, both verbal and written.
• Strong problem-solving and investigative skills.
• Ability to manage multiple queues and priorities with high attention to detail.
• Experience with tools such as Zendesk and Asana is preferred.
• 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.