Job description
Join Private Advertiser as a Client Care Support Officer and become a key member of our remote team dedicated to excellent home loan client service. In this role you will professionally handle email inquiries, redraw requests and routine account reviews, ensuring accuracy and timely responses to borrowers across the Philippines.
As a remote first team, you will collaborate with loan operations, customer success, and compliance to deliver a seamless client experience. This position is ideal for detail oriented professionals who thrive in a fast paced environment and are committed to upholding high service standards while meeting performance metrics.
Key responsibilities include handling customer emails with clarity and empathy, guiding borrowers through redraw and payment processes, performing regular account reviews, and maintaining precise client records in our CRM. You will also coordinate with internal teams to obtain status updates, resolve issues, and escalate complex cases when necessary. A proactive approach to problem solving and strong written communication are essential for success.
We offer a supportive remote work culture, opportunities for growth in client services and financial operations, and competitive compensation aligned to market rates for the location. If you are motivated by helping clients navigate home loan journeys and want to contribute to a client centric organization, we want to hear from you.
Responsibility
- Respond to email inquiries from home loan clients with accurate, timely information and professional tone.
- Process redraw requests and related payment adjustments according to policy.
- Conduct periodic account reviews to verify data, balances, and terms; flag inconsistencies.
- Maintain and update client records in the CRM with actions and outcomes.
- Coordinate with internal teams (loan operations, compliance, and support) to obtain status updates and resolve client issues.
- Escalate complex or high risk cases to supervisors with clear documentation.
- Provide guidance to borrowers on product features, repayment schedules, and next steps.
- Identify opportunities to improve client experience and suggest process improvements.
Qualification
- Proven experience in customer service, call center or financial services support.
- Excellent written and verbal communication with strong email etiquette.
- Detail oriented with high accuracy in data entry and documentation.
- Familiarity with home loan products, mortgage operations or banking processes (preferred).
- Ability to work effectively in a remote team, using collaboration tools.
- Proficient with CRM systems and ticketing software; comfortable with data privacy.
- Strong time management, multitasking, and ability to meet deadlines.
- Bachelor’s degree or equivalent work experience preferred.