Fraud, KYC & Escalations Support Specialist

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

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.