[Hiring] HIL Partnership Support Specialist @Extend Your Team

Role Description

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 ensure required verification, disclosures, and customer understanding are completed before moving the account forward.
• Assist customers with questions regarding their application, approval status, account terms, payments, AutoPay, available credit, account status, and other HIL-related concerns.
• Support contractors and HIL partners with application-status questions, customer follow-ups, documentation needs, and operational requests.
• Monitor assigned partner-support channels and respond to inquiries within established 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 when a case requires specialized handling.
• Identify when a concern should be resolved directly, referred back 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 other assigned HIL queues.
• Maintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems.
• Monitor assigned queues throughout the shift to ensure customer, merchant, and scheduled-call requests are not missed.
• Assist with account closure, remediation, complaint, fraud, or dispute-related workflows according to the applicable approved procedure.
• Identify unusual cases, customer-impact issues, process gaps, or recurring partner concerns and escalate them appropriately.
• Help maintain an excellent customer and partner experience by minimizing unnecessary transfers and driving cases toward end-to-end resolution.

Qualifications

• 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 working with external partners, merchants, contractors, vendors, or other third parties is highly preferred.
• Experience supporting US-based customers is strongly preferred.
• Comfortable performing both frontline customer support and backend operational work.
• Strong investigative and problem-solving skills; able to gather information from multiple systems before deciding on the appropriate next step.
• Excellent English communication skills, both verbal and written.
• Excellent organization and time-management skills with the ability to manage multiple queues and priorities.
• High attention to detail and accuracy in documenting customer interactions and operational decisions.
• Experience with tools such as Zendesk, Amazon Connect or similar contact-center platforms, Asana, Slack, Google Workspace, CRM systems, and internal operations tools is preferred.
• Ability to recognize potential fraud, complaint, privacy, or customer-harm concerns and escalate appropriately.
• 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.