Hybrid Customer Care Consultant - Financial Services

MicroSourcing International; Quezon City; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Above-market pay

Healthcare coverage

Dependent coverage

Paid time off

Group life insurance

Performance bonuses

Job summary

MicroSourcing in the Philippines is seeking a Customer Care Consultant to deliver first-contact resolution across inbound/outbound calls, emails, and back-office tasks in a hybrid setup. You will handle financial account inquiries, explain balances, process adjustments, and assist with calculations while guiding clients through digital tools.

Requirements include at least 2 years in financial accounts within a contact center, strong numerical literacy, and CRM experience.

Qualifications

• Minimum 2 years handling financial/banking/fintech accounts in a contact center.
• Able to switch between live calls and back-office processing queues.
• Proven track record meeting contact center metrics such as FCR, AHT, QA, NPS.
• Strong ability to interpret numerical financial data and perform calculations.
• Knowledge of regulatory and data privacy requirements.

Responsibilities

• Deliver first-contact resolution across inbound/outbound calls, emails, and back‑office tasks in a hybrid setup.
• Handle financial account inquiries, explain balances, process adjustments, and basic calculations.
• Educate clients on financial products and self-service options to drive value.
• Guide customers through online portals and mobile apps, troubleshoot access and setup.
• De-escalate and investigate issues, applying proactive problem-solving to resolve complaints.
• Log accurate notes and transactions across IT systems while maintaining data privacy.

Skills

Financial account experience

Blended workflow adaptability

KPI & schedule adherence

Financial & numerical data literacy

Regulatory & privacy compliance

Tools

Salesforce

Zendesk

Genesys Cloud

Avaya

Cisco

Job description

MicroSourcing in the Philippines is seeking a Customer Care Consultant to deliver first-contact resolution across inbound/outbound calls, emails, and back-office tasks in a hybrid setup. You will handle financial account inquiries, explain balances, process adjustments, and assist with calculations while guiding clients through digital tools.

Requirements include at least 2 years in financial accounts within a contact center, strong numerical literacy, and CRM experience.