Financial Services Customer Experience Specialist

17 hours ago

Bacoor, Calabarzon, Philippines beBeeCommunication Full time ₱33,500 - ₱38,500
Customer Service Team Lead Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our organization. This is a full-time, permanent position that requires working from home.

Key Responsibilities:

  • Handle customer escalations and concerns effectively via inbound/outbound calls, live chat, email, and text.
  • Provide exceptional customer service that ensures the customer feels heard, valued, and respected.
  • Resolve issues efficiently by offering corrective solutions and delivering accurate information.
  • Serve as the final point of contact for high-risk or sensitive customer cases.
  • Oversee cases involving credit holds, overdue accounts, disputes, and delinquencies.
  • Collaborate with relevant teams to assess and resolve credit-related concerns.
  • Ensure all actions align with internal credit policies and risk strategies.
  • Work closely with legal or compliance teams as needed on bankruptcy-related cases.
  • Maintain detailed records of customer interactions, escalation cases, and resolution outcomes.
  • Prepare and deliver weekly and monthly reports on escalations, credit issues, and performance metrics.
  • Coordinate with internal teams to ensure efficient case management and closure.
  • Train, and support a team of escalation specialists in resolving complex customer issues.
  • Identify process gaps and implement improvements to enhance team effectiveness.
  • Track team KPIs, ensuring alignment with departmental and company goals.
  • Conduct regular training sessions and refreshers on escalation handling, credit procedures, and regulatory compliance.

About Our Company:

Our company is revolutionizing financial access for Canadians, providing smart credit-building, mortgage, and lending solutions. Millions struggle with high-interest debt and limited financial options—we're here to change that.

As one of Canada's fastest-growing fintech companies, annually we help 1 million customers explore their financing options with ease—online, via text, or over the phone. Our dynamic, innovative team thrives on collaboration, growth, and making a real impact.

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