Debit Card Support Specialist (Virtual Assistant)

Department: Operations

Employment Type: Contract

Location: Remote - Philippines

Reporting To: Armi Bautista

Compensation: $800 - $1,100 / month

Description

About Bold.orgBold.org is the fastest-growing student scholarship and fintech platform in the U.S. Our mission is Fighting Student Debt — an ambitious goal that will take years to reach.
Day-to-day, we’re a team of dozens, serving a platform of millions, with trillions of dollars in student debt at stake.
We’re innovating at the intersection of fintech, philanthropy, payments, and education, with an obsessive focus on profitable operations, unit economics, long-term engagement, and growth. If that resonates, we’d love to hear from you.
Position Description
We’re hiring a Debit Card Support Specialist (VA) to manage student-facing support related to Bold.org’s financial products, especially our student debit card program. You’ll be responsible for resolving transaction-related issues, investigating disputes, supporting winners with onboarding and KYC questions, and escalating any account or card-related anomalies.

You’ll work within Intercom to manage inbound student requests and behind-the-scenes tooling (including transaction logs, account records, and third-party dashboards such as Marqeta) to resolve problems accurately and efficiently.

This role is ideal for someone with experience in financial customer support, especially with prepaid or debit card products, who can navigate the complexity of disputes, chargebacks, KYC reviews, and card failures with clarity and care.

Key Responsibilities

Inbox & Ticket Management

• Manage high-volume inbound requests through Intercom, especially related to debit card issues, transactions, and account access.
• Triage and respond to student support tickets with professionalism, empathy, and clarity.
• Escalate complex cases (e.g. identity mismatches, duplicate accounts, suspicious activity) to the appropriate internal teams.
• Resolve issues related to:
  • Failed or declined transactions
  • Lost/stolen cards or replacements
  • Disputes and chargebacks
  • ATM or merchant errors
  • Unauthorized activity

Transaction & Tooling Support

• Access transaction and account logs to troubleshoot debit card issues.
• Interface with external dashboards (e.g. Marqeta, Stripe, Plaid, or similar) to investigate problems.
• Ensure cases are resolved according to internal policies, legal compliance, and vendor SLAs.
• Track and follow up on any open student issues requiring additional documentation or action.

Process Adherence & Documentation

• Follow and enforce KYC/AML requirements for student identity verification.
• Maintain clean records, logs, and audit trails for all sensitive financial inquiries.
• Draft and update SOPs and macros related to financial troubleshooting.
• Record recurring issues and identify trends to help improve product and support quality.

Internal Collaboration

• Partner with Compliance and Engineering teams to ensure accuracy, speed, and risk mitigation in all financial support workflows.
• Coordinate with external vendors (e.g. Marqeta support) when required to escalate or resolve issues.
• Provide feedback on common support blockers or feature gaps impacting student experience.

Qualifications

• 3+ years of customer support or financial operations experience, preferably with debit, prepaid, or fintech products.
• Deep understanding of financial support workflows, including disputes, KYC, and transaction troubleshooting.
• Strong written English and the ability to communicate complex issues simply and empathetically.
• Familiarity with platforms like Intercom, Marqeta, Stripe, or similar fintech tools (required).
• Comfortable navigating Google Sheets, Slack, and CRM-type systems.
• Strong judgment and discretion, especially when handling sensitive financial data.
• Bonus: Experience supporting student populations, compliance workflows, or nonprofit payments.

Key Traits We Value

• Precision in tagging, documentation, and case handling
• Ownership mindset and proactive problem-solving
• Calm under pressure, especially with financial or emotionally sensitive issues
• Discretion, professionalism, and trustworthiness
• Comfort working independently in a fully remote team

Logistics

Location and Time CommitmentWe are a fully remote company and want you to work wherever you are most productive. This full-time role requires availability from Monday to Friday; 9:00 AM to 6:00 PM EST.
Compensation The salary for this role is $800–$1,100 USD/month, based on skills and experience.