{"id":624287,"url":"https://alion.io/job/extendyourteam-hil-partnership-support-specialist","title":"HIL Partnership Support Specialist","company":{"id":673026,"name":"Extend Your Team","domain":"extendyourteam.com","url":"https://alion.io/company/extendyourteam","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":14,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":105,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Sales","role_family":"Sales","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":23000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Asana","optional":false},{"name":"Azure","optional":false},{"name":"C#","optional":false},{"name":"C++","optional":false},{"name":"Google Workspace","optional":false},{"name":"Slack","optional":false},{"name":"Windows","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-09-03T05:00:22Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-10-18T21:32:26Z","board_verified":true,"closed_at":null,"days_open":45,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":44},"description":"About the Client\nWe 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.\nWho are we?\nWe 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.\nOur team includes people who have built:\nFinancial products (Square/CashApp, the earliest CapitalOne credit cards)\n\nConsumer products (Internet.org, Xbox)\n\nTechnology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages)\n\nMathematics & science infrastructure (computational research at NASA's JPL)\n\nWe 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.\nCultural Values:\nDepth and rigor of thought - we try to be rigorous in our thinking & dive into the details.\n\nMinimalist - we are spartan in our design, in our code, and even in our processes.\n\nSpeed of execution - we move fast & value decisiveness. We think speed drives quality.\n\nResponsibilities:\nHandle inbound and outbound HIL customer interactions through phone, Zendesk, SMS, Calendly, and other approved support channels.\n\nComplete HIL Welcome Calls with newly approved customers and ensure required verification, disclosures, and customer understanding are completed before moving the account forward.\n\nAssist customers with questions regarding their application, approval status, account terms, payments, AutoPay, available credit, account status, and other HIL-related concerns.\n\nSupport contractors and HIL partners with application-status questions, customer follow-ups, documentation needs, and operational requests.\n\nMonitor assigned partner-support channels and respond to inquiries within established service-level expectations.\n\nInvestigate customer and partner concerns using internal systems and tools before escalating.\n\nCoordinate with Fraud, Cardholder Support, Complaints, Liens/Contingencies, Operations, and other internal teams when a case requires specialized handling.\n\nIdentify when a concern should be resolved directly, referred back to the contractor, escalated to L2, or transferred to another Operations team.\n\nPerform outbound follow-ups for incomplete Welcome Calls, remediation cases, payment/AutoPay assistance, documentation requests, and other assigned HIL queues.\n\nMaintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems.\n\nMonitor assigned queues throughout the shift to ensure customer, merchant, and scheduled-call requests are not missed.\n\nAssist with account closure, remediation, complaint, fraud, or dispute-related workflows according to the applicable approved procedure.\n\nIdentify unusual cases, customer-impact issues, process gaps, or recurring partner concerns and escalate them appropriately.\n\nHelp maintain an excellent customer and partner experience by minimizing unnecessary transfers and driving cases toward end-to-end resolution.\n\nQualifications:\nAt least 2 years of experience in customer service, financial services, lending, mortgage, fintech, banking, or a similar operations environment.\n\nStrong experience handling customers through phone, email, chat, or ticketing systems.\n\nExperience working with external partners, merchants, contractors, vendors, or other third parties is highly preferred.\n\nExperience supporting US-based customers is strongly preferred.\n\nComfortable performing both frontline customer support and backend operational work.\n\nStrong investigative and problem-solving skills; able to gather information from multiple systems before deciding on the appropriate next step.\n\nExcellent English communication skills, both verbal and written.\n\nExcellent organization and time-management skills with the ability to manage multiple queues and priorities.\n\nHigh attention to detail and accuracy in documenting customer interactions and operational decisions.\n\nExperience with tools such as Zendesk, Amazon Connect or similar contact-center platforms, Asana, Slack, Google Workspace, CRM systems, and internal operations tools is preferred.\n\nAbility to recognize potential fraud, complaint, privacy, or customer-harm concerns and escalate appropriately.\n\nBachelor's degree or comparable professional experience in financial services or operations.\n\nMust be able to work scheduled US business hours and weekends when required.\n\nMust reside in the Philippines.","description_format":"text","description_chars":5019,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Equity"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Goods"],"lifecycle":[{"event":"open","at":"2026-09-10T18:57:52Z"}],"visa":[],"liveness":{"score":34,"band":"fade","label":"Fading","p_open":1,"p_active":0.466,"p_room":0.72,"age_days":44,"expected_fill_days":105,"reasons":["conf:2","agency","win:mid","crowd:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/extendyourteam-hil-partnership-support-specialist","json_url":"https://alion.io/job/extendyourteam-hil-partnership-support-specialist.json","meta":{"generated_at":"2026-10-18T21:45:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25117,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":673026},"rest":"https://alion.io/mcp/rest/get_company?id=673026"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fextendyourteam-hil-partnership-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fextendyourteam-hil-partnership-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fextendyourteam-hil-partnership-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/extendyourteam-hil-partnership-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fextendyourteam-hil-partnership-support-specialist"}]}