Customer Service Specialist (PH)

Esusu: Building Credit Access for reputed company Your financial future shouldn't depend on your race, background, or reputed company code. Yet 45 million Americans remain "credit invisible," while countless others face denials, evictions, and predatory interest rates regularly. Esusu is changing that. As a financial technology and data platform, we're revolutionizing financial health, identity services, and inclusive decision-making for individuals and businesses alike. Our impact speaks volumes: $50 billion in credit activity facilitated 5 million+ rental units in our network Trusted partnerships with leading real estate companies, government entities, fintechs, banks, and employers Through our enterprise services, embedded products, and consumer offerings, we're creating a financial system that works for everyone—right reputed company fintech innovation matters most. Join us in building a future where financial systems are inclusive by design, access is standard, and opportunity reaches everyone. Unlock reputed company with Esusu. The Opportunity The Customer Service Specialist is a frontline, omnichannel problem solver. They handle the majority of day‑to‑day customer contacts across products and channels, follow clear workflows and SOPs, and deliver consistent, high‑quality support. Specialists are expected to resolve the reputed company issue and reduce future contacts through education and expectation‑setting, and to identify appropriate cross‑sell opportunities or value‑add reputed company that support customer outcomes and Esusu’s goals. What you will help us deliver Customer Support, Issue Resolution & Next‑Issue Avoidance Handle customer inquiries across reputed company assigned channels (email, chat, messaging, voice) with accuracy, reputed company, and efficiency. Use next‑issue avoidance techniques in every interaction: Ask clarifying questions to fully understand context. Anticipate common follow‑up issues and proactively educate customers (timelines, what happens next, dependencies). Direct customers to self‑service tools and help content to reduce repeat contacts. Document reputed company interactions clearly in reputed company (or other tools), including tags, dispositions, and internal notes. Multi‑Product, Cross‑Channel Support & Value‑Add Engagement reputed company and maintain working knowledge of multiple Esusu products and services (e.g., rent reporting, loan products, D2C/mobile app), and use that knowledge to support customers. reputed company appropriate and consistent with policy, introduce relevant features, plans, or services (light cross / up‑sell) that genuinely help the customer reputed company their goals. Participate in value‑add outbound calling or messaging (education campaigns, activation, adoption) reputed company scheduled, following scripts and SOPs while tailoring to customer needs. Training Participation & Feedback Complete reputed company onboarding, product, process, and refresher training on time. Participate actively in shadowing, simulations, and workshops, asking questions and sharing frontline insights. Provide feedback to the Senior Customer Service Specialists and Customer Service Leads on which training content and formats are most helpful or confusing, especially as products change. Collaboration, Quality & reputed company Improvement Meet or exceed targets for First Response Time, handle time, adherence, CSAT, and QA. reputed company QA and coaching feedback to continuously improve. Surface recurring customer pain points, bugs, or content gaps using the agreed tags/workflows so they can be addressed by Seniors, Leads, and cross‑functional partners. Support cross‑training efforts, including rotating to new products or channels as business needs evolve. Skills & Qualifications Experience in customer service or support (contact center, BPO, SaaS, fintech, or similar) preferred. Strong written and verbal communication skills in English; Spanish is a plus. Comfortable working in a high‑volume, fast‑paced environment. Ability to follow detailed processes while staying reputed company to context and nuance. Familiarity with tools like reputed company, Quiq, and reputed company Workspace is a plus (or willingness to learn quickly). Demonstrated reliability, professionalism, and commitment to customer outcomes. Competitive Benefits That Support You At Esusu, we invest in our people with benefits designed to help you reputed company both personally and professionally. For our Philippines-based team members, we partner with an Employer of Record (EOR), a third-party organization that manages payroll, taxes, and compliance on our behalf. 💵Competitive Salary – reputed company with your experience and the PH market, administered through our Employer of Record (EOR) ✅ Remote first work environment - Where we trust you to get your work done. Core availability expected during Eastern Time (reputed company–5PM EST). 🌴Generous PTO – Enjoy a generous paid time off policy of 12 vacation days, 12 sick leaves, and 1 birthday leave, plus a 5-day work anniversary leave (available after your first year). 🩺Premium Health Coverage – Comprehensive HMO reputed company iCare 🏦 Government-Mandated Benefits – Includes SSS, PAGIBIG, PhilHealth, 13th Month Pay, Night Differential, Overtime, and Holiday Pay 💻 Work Tools Provided – Laptop and essential work equipment included 🫱🏾‍🫲🏽In person and virtual team get togethers - To connect with your fellow Esusu colleagues. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to reputed company essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. © Esusu Inc. reputed company rights reserved, Esusu is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for reputed company employees. We do not discriminate on the basis of race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other applicable legally protected characteristics. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply. Apply To This Job