Investment Customer Support Agent

Manpower Outsourcing Services, Inc.; Mandaluyong; On-site; PHP 279,000 - 446,000; Full time

Job summary

Manpower Outsourcing Services, Inc. is seeking an Investment Customer Support Agent to assist clients with questions about investment accounts and the company’s investment platform.

You will help with onboarding, deposits, withdrawals, orders, and portfolio information while ensuring accurate, compliant communications. Ideal candidates have at least one year of customer service experience and can communicate in English and Filipino.

Qualifications

• At least 1 year of customer service experience in voice, chat, email, social media, or blended support
• Ability to communicate in English and Filipino, both written and verbal
• Ability to understand written procedures and apply them to customer scenarios
• Ability to work accurately with client, transaction, and account information
• Basic computer proficiency and comfortable using browser-based systems and CRM/ticketing tools

Responsibilities

• Handle client inquiries through chat, email, voice, and social media
• Assist with account opening, onboarding, deposits/withdrawals, orders, and portfolio information
• Review client and transaction information in CRM and back-office systems
• Identify causes of issues by following troubleshooting procedures
• Explain platform functions and processing timelines clearly
• Escalate cases related to order execution, compliance, or technical incidents
• Create complete case records with all reviewed information and follow-up actions
• Follow KYC, AML, data privacy, and information security procedures
• Notify Team Leader about recurring issues or spikes in contact volume

Skills

Customer service

Bilingual English/Filipino

Procedures comprehension

Attention to accuracy

Financial services knowledge

Education

High School diploma or equivalent

Tools

CRM

Ticketing systems

Browser-based tools

Investment platform

Job description

About the role

The Investment Customer Support Agent assists clients with questions and issues related to their investment accounts and the company's investment platform. The role involves assisting clients with inquiries related to account access and onboarding, deposits and withdrawals, order placement and status, portfolio information, fees and charges, settlement, statements, dividends, and other investment-related services.

Key responsibilities

• Handle client inquiries through the company's supported communication channels, including chat, email, voice, and social media.
• Assist clients with inquiries related to account opening, identity verification, account access, deposits, withdrawals, order placement and status, portfolio information, statements, fees, settlement, dividends, and other corporate actions.
• Review client, account, transaction, funding, and order information available in CRM, ticketing, and investment platform back-office systems.
• Identify the cause of common client issues by following approved troubleshooting procedures.
• Explain platform functions, transaction and order statuses, processing timelines, fees, and applicable restrictions in clear and understandable language.
• Provide only factual and company-approved information and avoid giving investment advice, stock recommendations, price predictions, or return projections.
• Escalate cases related to order execution, reconciliation, compliance, suspected fraud, technical incidents, and other specialized matters to the responsible team.
• Create complete and accurate case records, including the client's concern, information reviewed, checks performed, response provided, and required follow-up actions.
• Follow customer verification, KYC, AML, data privacy, information security, and client communication procedures.
• Inform the Team Leader about recurring client issues, suspected system incidents, and sudden increases in contact volume.

About you

• High School graduate under the old curriculum, Senior High School graduate under the K-12 curriculum, or holder of an equivalent recognized qualification.
• At least one year of customer service experience in voice, chat, email, social media, or blended support.
• Ability to communicate with clients in English and Filipino, both verbally and in writing, as demonstrated through the company's communication assessment.
• Ability to understand written procedures and apply them to customer scenarios, as demonstrated through a case-based assessment.
• Ability to work accurately with client, transaction, and account information, as demonstrated through an accuracy assessment.
• Basic computer proficiency, including the use of browser-based systems, email, document-handling tools, and data-entry interfaces.
• Customer service experience in banking, fintech, brokerage, insurance, payments, or another regulated financial service.
• Experience handling customer concerns involving money movement, account verification, financial transactions, order statuses, or transaction disputes.
• Experience using CRM, ticketing, or customer support systems.
• Basic understanding of how stock investing, buying and selling, fees, and transaction settlement work.