Customer Service Representative- CSR FINTECH
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About the role
We are looking for a Customer Service Representative to support customers using our financial technology services. This role involves assisting with account and transaction-related concerns, providing accurate information, and coordinating with the appropriate teams to resolve issues efficiently. The ideal candidate is customer-focused, detail-oriented, comfortable working with multiple systems, and able to handle both routine and complex customer concerns in a professional manner.
Key responsibilities
Assist customers with inquiries related to transactions, remittances, accounts, and service-related concerns through phone, chat, and email.
Understand customer concerns and provide clear, accurate, and timely assistance.
Verify customer information and review transaction details before processing or providing account-related information.
Investigate transaction records and determine the appropriate action based on established procedures.
Review customer-submitted documents and validate information against internal records.
Coordinate with internal departments, financial partners, and other stakeholders to resolve customer concerns.
Monitor pending cases and provide customers with appropriate updates until resolution.
Document customer interactions, actions taken, and case outcomes accurately.
Follow established procedures for customer verification, data privacy, transaction handling, and escalation.
Manage multiple customer concerns while maintaining service quality and response standards.
About you
At least 1 year of customer service experience, preferably in a FinTech, banking, remittance, e-commerce, or financial services account.
Experience in BPO, call centers, customer support, or shared services.
Experience handling voice, chat, email, or omnichannel customer support.
At least Senior High School graduate or equivalent; college-level applicants are welcome.
Strong verbal and written English communication skills.
Good computer skills and comfortable using multiple systems or web-based applications.
Strong attention to detail, particularly when handling customer information and transaction records.
Good analytical and research skills with the ability to investigate customer concerns.
Able to multitask while maintaining accuracy and professionalism.
Customer-oriented with good judgment and problem-solving skills.
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