Client Support Specialist

ATS CONSULTING SERVICES PH INC.; Makati; On-site; PHP 350,000 - 700,000; Full time

Job summary

ATS CONSULTING SERVICES PH INC. is seeking an experienced L1 support professional for banking and payments operations in Metro Manila. You will handle inquiries, triage issues, and coordinate with IT, risk/compliance, and finance to ensure timely resolutions.

The role emphasizes compliance reporting, post-validation of ATM/InstaPay processes, and maintaining clear communication with participants and partners.

Qualifications

• Bachelor’s degree or higher in a related field is required.

Responsibilities

• Provides Level 1 (L1) technical and operational support to participants, ensuring inquiries, complaints, and service requests are addressed accurately and within agreed SLAs.
• Performs initial issue triage, identifies priority and impact, gathers complete information, and escalates complex or high-impact concerns.
• Monitors and analyzes recurring issues, complaint trends, resolution performance, and participant feedback to identify root causes and service improvement opportunities.
• Coordinates closely with Operations, IT, Risk & Compliance, Finance, and other internal teams to resolve participant concerns and ensure consistent service delivery.
• Supports regulatory and compliance reporting, ensuring assigned reports and documentation are complete, accurate, and submitted on time.
• Participates in ATM and InstaPay post-validation activities, including production testing, release validation, issue documentation, and operational readiness checks.
• Maintains proactive communication with participants and partners and ensures concerns, escalations, follow-ups, and service requests are properly tracked and documented.

Skills

Client/participant support

Complaint and case handling

Issue triage and escalation

SLA monitoring

Root cause analysis

Service documentation and reporting

Cross-functional coordination

Compliance and audit support

Education

Bachelor’s degree in Business, Information Technology, or related field

Tools

Ticketing systems

Job description

JOB SUMMARY

• Provides Level 1 (L1) technical and operational support to participants, ensuring inquiries, complaints, and service requests are addressed accurately and within agreed SLAs.
• Performs initial issue triage, identifies priority and impact, gathers complete information, and escalates complex or high-impact concerns to the appropriate technical or operations support teams.
• Monitors and analyzes recurring issues, complaint trends, resolution performance, and participant feedback to identify root causes and service improvement opportunities.
• Coordinates closely with Operations, IT, Risk & Compliance, Finance, and other internal teams to resolve participant concerns and ensure consistent service delivery.
• Supports regulatory and compliance reporting, ensuring assigned reports and documentation are complete, accurate, and submitted on time.
• Participates in ATM and InstaPay post-validation activities, including production testing, release validation, issue documentation, and operational readiness checks.
• Maintains proactive communication with participants and partners and ensures concerns, escalations, follow-ups, and service requests are properly tracked and documented.

QUALIFICATIONS

• Bachelor’s degree in Business, Information Technology, or related field.
• At least 3–5 years of experience in client support services, preferably within banking, payments, or financial services.
• Good working knowledge of InstaPay operations, ATM operations, and client/participant servicing.
• Strong communication, customer orientation, collaboration, resilience, and attention to service quality.

Strong experience in:

• o Client/participant support
• o Complaint and case handling
• o Issue triage and escalation
• o SLA monitoring
• o Root cause analysis
• o Service documentation and reporting
• o Cross-functional coordination
• o Compliance and audit support

HIGHLY PREFERRED

• Experience supporting banking or payment operations, particularly ATM and InstaPay.
• Experience working directly with banks, payment participants, members, or institutional clients.
• Familiarity with service desk/ticketing systems, issue prioritization, SLA monitoring, and escalation management.
• Exposure to production validation, system releases, testing, or operational readiness activities.
• Experience handling regulatory, compliance, or audit-related documentation.