Digital Banking Support Specialist - Fast, Empathetic Help

Extend Your Team; Philippines; On-site; PHP 420,000 - 650,000; Full time

Job summary

Extend Your Team is seeking detail-oriented customer experience specialists to support deposit accounts and checking services for US customers. You will handle inquiries via phone and email, resolve standard issues, and document interactions in Zendesk from the Philippines.

The role requires 2+ years in regulated financial services support and strong communication skills. You’ll follow documented procedures, escalate complex cases to Compliance, and maintain response-time and quality standards.

Qualifications

• 2+ years of experience in customer support or operations for US consumer banking products.
• Experience handling phone and email support in a regulated financial services environment.
• Strong verbal and written communication, with empathy when explaining account activity.

Responsibilities

• Serve as a frontline point of contact for customers via phone and email, handling inbound inquiries related to checking and deposit accounts.
• Support customers with day-to-day account questions, including balances, transactions, interest accrual, statements, ACH activity, debit card usage, and account access.
• Follow documented procedures to resolve standard customer issues, escalating more complex cases to senior Operations or Compliance teams as needed.
• Assist with Reg E-related customer inquiries, including dispute intake, basic status updates, and customer communications, under guidance from Operations and Compliance.
• Accurately document all customer interactions and actions taken in Zendesk or equivalent ticketing system.
• Meet defined response time and quality standards for customer communications.
• Identify potential fraud or risk signals during customer interactions and elevate according to internal guidelines.
• Collaborate with internal teams by providing clear, complete case notes and supporting information when issues are hand ed.

Skills

Customer support

Tools

Zendesk

Job description

Extend Your Team is seeking detail-oriented customer experience specialists to support deposit accounts and checking services for US customers. You will handle inquiries via phone and email, resolve standard issues, and document interactions in Zendesk from the Philippines.

The role requires 2+ years in regulated financial services support and strong communication skills. You’ll follow documented procedures, escalate complex cases to Compliance, and maintain response-time and quality standards.