Financial-Tech (Voice) - Customer Service Representative

Talent Outsourcing Channel Solutions; Mandaluyong; On-site; PHP 240,000 - 360,000; Full time

Job summary

Talent Outsourcing Channel Solutions is seeking a Financial-Tech (Voice) - Customer Service Representative in Mandaluyong City, Metro Manila. This full-time position handles inbound calls, assists with fintech products, and delivers professional customer service.

The role requires a HS diploma, strong communication, call-center experience, and the ability to work in a fast-paced environment. The company emphasizes a supportive culture and opportunities for growth.

Qualifications

• High school diploma or equivalent; HS Grad + with/without BPO experience is acceptable.
• Experience in a customer service call centre, ideally in financial services, banking, or fintech.
• Excellent verbal communication and the ability to explain financial concepts clearly.
• Strong listening and empathy to build rapport with customers.
• Proficiency with computer systems, CRM software, and call center technology.

Responsibilities

• Answer inbound customer calls professionally and courteously about fintech products and services.
• Provide information regarding accounts, transactions, balances, and products.
• Process requests including account modifications, fund transfers, and payments accurately.
• Troubleshoot issues and guide customers through resolution clearly.
• Document interactions comprehensively for quality assurance.

Skills

Customer service

Verbal communication

CRM software

Call center platforms

Problem-solving

Team collaboration

Attention to detail

Education

High school diploma

Tools

CRM software

Call center platforms

Job description

About the role

Talent Outsourcing Channel Solutions is seeking a dedicated Financial-Tech (Voice) - Customer Service Representative to join our dynamic team based in Mandaluyong City, Metro Manila. This is a full-time position that plays a crucial role in delivering exceptional customer support for our financial technology clients. As a voice-based customer service professional, you will be the direct point of contact for customers, providing expert assistance with financial products and services whilst maintaining the highest standards of professionalism and service quality. This role is strategically important in building customer loyalty, resolving issues efficiently, and representing our clients’ brands with excellence.

Key responsibilities

• Answer inbound customer calls professionally and courteously, addressing enquiries related to financial technology products and services
• Provide accurate information regarding account details, transactions, balances, and financial products to customers
• Process customer requests including account modifications, fund transfers, and payment arrangements with accuracy and efficiency
• Troubleshoot technical issues and guide customers through problem resolution in a clear and patient manner
• Document all customer interactions comprehensively in the system, ensuring complete and accurate records for quality assurance purposes
• Handle customer complaints with empathy and professionalism, working towards swift and satisfactory resolutions
• Adhere to all regulatory requirements, compliance guidelines, and company policies throughout all customer interactions
• Meet or exceed key performance indicators including call handling time, customer satisfaction scores, and first-call resolution targets
• Collaborate with team members and supervisors to identify opportunities for service improvement and process optimisation
• Escalate complex issues to senior staff or specialist teams when appropriate, ensuring no customer query remains unresolved

What we’re looking for

• High school diploma or equivalent qualification; additional customer service certification or training is advantageous; Atleast SHS/HS Grad + with or without BPO experience
• Proven experience in a customer service call centre environment, ideally within the financial services, banking, or fintech sector
• Exceptional verbal communication skills with clear articulation and the ability to explain complex financial concepts in simple terms
• Strong listening skills and ability to empathise with customers to build rapport and trust
• Proficiency in using computer systems, CRM software, and call centre technology platforms
• Excellent organisational skills with the ability to manage multiple tasks and prioritise effectively during high-call-volume periods
• Problem-solving mindset with a customer-centric approach to resolving issues and complaints
• Ability to work independently whilst being a collaborative team player in a fast-paced environment
• Knowledge of financial products, banking terminology, and fintech platforms is highly desirable
• Flexibility to adapt to shift work schedules as required by operational needs
• Strong attention to detail and commitment to maintaining accuracy in all transactions and documentation

What we offer

At Talent Outsourcing Channel Solutions, we believe in investing in our people and providing a supportive work environment where you can thrive. We offer competitive remuneration packages commensurate with experience and performance. Our team members benefit from ongoing training and professional development opportunities to enhance their skills and advance their careers within the organisation. We are committed to maintaining a positive workplace culture that values collaboration, innovation, and employee wellbeing. We provide flexible work arrangements where possible and encourage a healthy work-life balance. Our comprehensive benefits package includes health and wellness initiatives designed to support your overall wellbeing. We also recognise and reward outstanding performance through incentive programmes and career progression pathways. Additionally, we foster an inclusive environment where diversity is celebrated and all employees are treated with respect and dignity.

About us

Talent Outsourcing Channel Solutions is a leading provider of customer service outsourcing solutions, specialising in delivering high-quality support across multiple industries. With a strong reputation for excellence and innovation, we partner with prominent financial technology companies and other industry leaders to provide exceptional customer experiences. Our mission is to bridge the gap between businesses and their customers through dedicated, professional, and efficient service delivery. We pride ourselves on our talented team, robust training programmes, and commitment to continuous improvement. Based in Mandaluyong City, Metro Manila, we leverage our strategic location and skilled workforce to provide 24/7 customer support solutions. Our company culture emphasises integrity, professionalism, and a genuine commitment to customer satisfaction. We are passionate about helping our clients succeed whilst providing our employees with meaningful work and career development opportunities.