Customer Support Specialist – Fraud, Risk & KYC Experience

Transcom Worldwide (Philippines), Inc.; Pasig; On-site; PHP 312,000 - 469,000; Full time

Benefits offered by this job

Competitive salary & bonuses

Health benefits

Career development opportunities

Job summary

Transcom Worldwide (Philippines), Inc. is seeking a Customer Support Specialist to manage the most complex and sensitive cases via chat and email in Pasig City. You will handle money movement, identity verification, fraud prevention, and regulatory compliance with confidentiality and professionalism.

You will manage high-risk interactions, including social media and press escalations, while contributing to process improvements and maintaining service standards in a fast-paced environment.

Qualifications

• Must have strong communication and interpersonal skills.
• 2 years of customer service experience handling escalations or complex issues.
• Fluent in English, able to communicate effectively in a team.
• Proficient with CRM systems and computer-based support tools.
• Willing to work onsite with a flexible schedule.

Responsibilities

• Handle the most complex and sensitive cases via chat/email.
• Maintain detailed records of customer interactions and resolutions.
• Handle cases involving money movement, identity verification, fraud, and compliance.
• Manage high-risk interactions (social media and press escalations) with timely resolutions.
• Contribute to process improvements and adhere to policies and quality standards.

Skills

Communication skills

Problem solving

CRM software proficiency

Customer service experience

English fluency

Adaptability

Education

Some college

Tools

CRM software

Job description

About the role

Transcom Worldwide (Philippines), Inc. is looking for passionate Customer Support (Fraud, Risk, KYC, and Escalations Specialist) to join our dynamic team in Pasig City.

In this role, you will manage the most complex and sensitive customer cases through chat and email support. You will be responsible for handling issues involving money movement, identity verification, fraud prevention, account integrity, and regulatory compliance, ensuring every case is resolved with accuracy, professionalism, and confidentiality.

You will also manage high-risk customer interactions, including social media and press escalations, providing timely, thoughtful, and customer-focused resolutions while maintaining the highest standards of service and trust.

What you'll be doing

• Handle the most complex and sensitive cases through chat/email

• Maintain detailed records of customer interactions and document resolutions

• Will handle cases involving Money movement, identity verification, fraud, account integrity, and regulatory compliance

• Handle high-risk customer interactions (Social media and press escalations)

• Contribute to the continuous improvement of customer service processes and procedures

• Adhere to company policies, procedures, and quality standards

What we're looking for

• Excellent communication and interpersonal skills, with the ability to interact with customers in a professional and empathetic manner

• Strong problem-solving and decision-making abilities to effectively handle customer inquiries and concerns

• Proficient in using computer systems and customer relationship management (CRM) software

• Previous experience in a customer service or call center environment is preferred

• Fluency in English and the ability to communicate effectively in a team environment

• Flexible and adaptable to work in a fast-paced, dynamic environment

Qualifications for a CSR Role

• At least college level.

• Must be 18 years old and above.

• Good Communication Skills (C2 CEFR, Verbal and Written)

• 2 Years Customer Service Experience handling escalations or complex issues

• Strong verbal and written communication skills.

• Must be willing to work onsite with a flexible schedule.

Preferred Experience

• Experience in Banking, fintech, financial or any regulated industry

• Knowledge in fraud prevention, identity verification, KYC, or compliance

• Experience using CRM

What we offer

• Competitive salary and performance-based bonuses

• Comprehensive health and wellness benefits

• Opportunities for career development and growth

• Supportive and collaborative team environment

About us

Transcom Worldwide (Philippines), Inc. is a leading provider of customer experience solutions, specialising in customer service, technical support, and sales. With a global presence and a strong track record, we are committed to delivering exceptional service and creating lasting value for our clients and their customers.

If you are passionate about providing top-notch customer service and want to be part of a dynamic and growing organisation, we encourage you to