HIL Support Specialist

Quick Facts

• Role: HIL Support Specialist

• Work arrangement: Must be able to work scheduled US business hours and weekends when required

• Location requirement: Must reside in the Philippines

• Compensation: Php 80,000–100,000 monthly rate; + $1,000; sign-on bonus for eligible starts in Nov/Dec 2026

Description

Support HIL customers and partners through inbound and outbound interactions using phone and approved support channels such as Zendesk, SMS, and Calendly. Complete required HIL Welcome Calls (including verification and disclosures), help with application and account questions, and investigate issues using internal systems. Coordinate with internal teams when specialized handling is needed and maintain accurate documentation to drive cases toward end-to-end resolution.

Responsibilities

• Handle inbound and outbound HIL customer interactions via phone, Zendesk, SMS, Calendly, and other approved channels

• Complete HIL Welcome Calls for newly approved customers and ensure required verification, disclosures, and customer understanding are completed before moving the account forward

• Assist customers with application status, 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 assigned partner-support channels and respond 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 for specialized handling

• Decide whether to resolve directly, refer back to the contractor, escalate to L2, or transfer 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 requests are not missed

• Assist with account closure, remediation, complaint, fraud, and dispute workflows per approved procedure

• Identify unusual cases, customer-impact issues, process gaps, or recurring partner concerns and escalate appropriately

• Minimize unnecessary transfers and drive cases toward end-to-end resolution

Requirements

• At least 2 years of customer service experience in financial services, lending, mortgage, fintech, banking, or similar operations environment

• Strong experience handling customers through phone, email, chat, or ticketing systems

• 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 next steps

• Excellent English communication skills (verbal and written)

• Excellent organization and time-management skills; able to manage multiple queues and priorities

• High attention to detail and accuracy in documenting customer interactions and operational decisions

• Experience working with external partners/merchants/contractors/vendors is highly preferred

• Experience supporting US-based customers is strongly preferred

• Ability to recognize potential fraud, complaint, privacy, or customer-harm concerns and escalate appropriately

• Experience with Zendesk and contact-center platforms (e.g., Amazon Connect) is preferred; Asana, Slack, Google Workspace, CRM systems, and internal ops tools are 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

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

• Additional maternity leave (up to 6 weeks paid; tenure and terms apply)

Sign-on bonus: eligible hires starting in November or December 2026 receive a $1,000 USD bonus paid in two installments at the 2-month and 4-month engagement milestones (terms apply).