Customer Support Representative (Fintech)

Risewave Consulting, Inc.; Mandaluyong; Sur place; PHP 201 000 - 335 000; Plein temps

Avantages offerts par ce poste

Résumé du poste

Risewave Consulting, Inc. in Mandaluyong, Metro Manila, Philippines is seeking an Investment Customer Support Agent to assist clients with inquiries about their investment accounts and trading platform.

You will handle onboarding, KYC, deposits/withdrawals, order status, and portfolio views. You will work across chat, email, voice, and social channels while using CRM tools, with English and Filipino communication.

Qualifications

• Senior High School graduate or higher; a Bachelor's degree is a plus.
• Minimum 1 year of customer service experience across multiple channels.
• Experience handling money movement, account verification, or transaction disputes.
• Strong written and verbal English and Filipino communication.

Responsabilités

• Respond to client inquiries via chat, email, voice, and social channels.
• Assist users with onboarding, KYC, deposits/withdrawals, orders, and portfolio information.
• Review account data in CRM/ticketing systems to resolve concerns per SOPs.
• Escalate complex issues to appropriate internal teams.
• Maintain accurate ticket records and comply with data privacy guidelines.

Connaissances

Communication skills

English and Filipino proficiency

Formation

Senior High School or higher

Bachelor’s degree a plus

Outils

Zendesk

Jira

Salesforce

Description du poste

Work Schedule: Dayshift

Industry: Financial Technology / Digital Investment Platform

Position Summary

The Investment Customer Support Agent assists clients with inquiries and operational issues related to their investment accounts and trading platform. This role handles inquiries surrounding account access, identity verification (KYC), deposits/withdrawals, order placement and status, portfolio views, fees, and dividend settlements.

Note: This role provides factual operational support and does not provide investment advice, stock recommendations, or execute trades on behalf of clients.

Key Responsibilities

• Multi-Channel Support: Respond to client inquiries via chat, email, voice, and social media channels.
• Account & Transaction Guidance: Assist users with onboarding, account verification (KYC/AML), deposit/withdrawal statuses, order statuses, portfolio information, and statement reviews.
• Troubleshooting & Investigations: Review account and transaction data in CRM, ticketing, and back-office systems to resolve client concerns following standard operating procedures.
• Incident Escalation: Escalate complex trade execution, reconciliation, compliance, fraud, or technical issues to appropriate internal teams.
• Case Documentation & Compliance: Maintain accurate ticket records, adhere to strict data privacy/security guidelines, and report recurring system issues or volume spikes to team leadership.

Key Requirements & Qualifications

• Education: Senior High School graduate (K-12) or higher. (A Bachelor’s degree in Finance, Economics, Accountancy, or Business is a plus).
• Work Experience:
• At least 1 year of customer service experience across voice, chat, email, or blended support channels within Banking, Fintech, Brokerage, Crypto, Insurance, or Payments is required.
• Experience handling customer concerns involving money movement, account verification, financial transactions, order statuses, or transaction disputes.
• Functional Knowledge: Basic understanding of stock investing, buying/selling mechanics, fees, and transaction settlements.
• Communication & Tech Skills: Strong written and verbal communication skills in English and Filipino; basic computer/spreadsheet proficiency; experience using CRM or ticketing platforms (e.g., Zendesk, Jira, Salesforce).