Senior FinTech Customer Support & Escalations Specialist

Finstro; Philippines; On-site; PHP 720,000 - 1,100,000; Full time

Job summary

Finstro is seeking a Senior Customer Support Specialist to join our Customer team. You will handle complex customer enquiries, escalations and provide timely solutions, coordinating with Credit, Risk, Product, Technology, Finance and Sales.

You will contribute to process improvements, knowledge sharing, onboarding and coaching new product initiatives, and maintain accurate customer records in Salesforce. Strong problem-solving and English communication are essential to deliver outstanding

Qualifications

• 3–5 years' experience in customer support or operations.
• Experience supporting customers with complex products or services.
• Experience in lending, payments, banking or FinTech is highly desirable.
• Experience handling complex enquiries, complaints and escalations.
• Experience supporting Australian customers.
• Experience using CRM or case management systems.

Responsibilities

• Handle and resolve complex customer enquiries, complaints and escalations.
• Manage customer cases from start to finish, keeping customers informed throughout.
• Investigate payment, transaction, facility and account-related issues.
• Support complex customer servicing and non-standard requests.
• Work with internal teams to resolve customer and operational issues.
• Troubleshoot system, process and operational problems.
• Identify root causes and recommend practical solutions.
• Ensure customer requests are handled accurately and in line with company policies and regulatory requirements.
• Maintain accurate customer and case records in Salesforce and other systems.
• Identify recurring issues and suggest improvements to processes, systems and customer experiences.
• Contribute to knowledge articles, procedures and support documentation.
• Participate in UAT and operational readiness activities for new products and system enhancements.
• Share knowledge and provide guidance to other team members.
• Assist with onboarding and coaching new team members.
• Support the Customer Success Lead with operational and continuous improvement initiatives.

Skills

Customer support

Australian customers

CRM software

Problem solving

English communication

Prioritization

AML/KYC knowledge

Tools

Salesforce

Job description

Finstro is seeking a Senior Customer Support Specialist to join our Customer team. You will handle complex customer enquiries, escalations and provide timely solutions, coordinating with Credit, Risk, Product, Technology, Finance and Sales.

You will contribute to process improvements, knowledge sharing, onboarding and coaching new product initiatives, and maintain accurate customer records in Salesforce. Strong problem-solving and English communication are essential to deliver outstanding