FinTech Customer Support Specialist (Escalations)

Dynamic Talent Solutions; Pasig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Dynamic Talent Solutions is seeking an experienced Customer Service Representative in the Philippines to confidently manage complex and sensitive customer concerns. The ideal candidate will be an excellent communicator with experience handling escalations, financial-related cases, and high-risk interactions.

Responsibilities include handling chat and email cases, investigating money movement and identity verification issues, and maintaining regulatory compliance while delivering a high standard

Qualifications

• Excellent verbal and written English communication (CEFR C2 level preferred).
• At least 2 years of customer service experience, preferably handling escalations or sensitive cases.
• Strong problem-solving skills, attention to detail, and sound judgment when handling sensitive information.

Responsibilities

• Handle complex and sensitive customer cases through chat and email.
• Investigate and resolve concerns related to money movement, identity verification, fraud, account integrity, and regulatory compliance.
• Manage high-risk or high-priority customer interactions, including social media and press-related escalations.
• Communicate resolutions clearly and professionally while maintaining a high standard of customer experience.
• Properly document cases and escape issues when necessary.

Skills

CEFR C2 English

Escalations handling

High-risk interactions

CRM experience

Tools

CRM platforms

Case-management systems

Job description

Dynamic Talent Solutions is seeking an experienced Customer Service Representative in the Philippines to confidently manage complex and sensitive customer concerns. The ideal candidate will be an excellent communicator with experience handling escalations, financial-related cases, and high-risk interactions.

Responsibilities include handling chat and email cases, investigating money movement and identity verification issues, and maintaining regulatory compliance while delivering a high standard