Senior FinTech Support Specialist for Complex Enquiries

Finstro; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Finstro in Bonifacio Global City, Taguig, is seeking a Senior Customer Support Specialist to act as the go-to for complex enquiries, escalations and operational issues, collaborating with Credit, Risk, Product, Technology, Finance and Sales to investigate issues and coordinate solutions.

You’ll also play an important role in process improvement, knowledge sharing, coaching and supporting new products and initiatives, while maintaining high-quality customer records and contributing to knowledge

Qualifications

• 3–5 years' experience in customer support or related roles.
• Experience with lending, payments, banking or FinTech is desirable.
• Experience supporting Australian customers.
• Experience using CRM/case management systems.
• Excellent English communication, written and verbal.

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.
• 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

CRM systems

English communication

Problem solving

Tools

Salesforce

Job description

Finstro in Bonifacio Global City, Taguig, is seeking a Senior Customer Support Specialist to act as the go-to for complex enquiries, escalations and operational issues, collaborating with Credit, Risk, Product, Technology, Finance and Sales to investigate issues and coordinate solutions.

You’ll also play an important role in process improvement, knowledge sharing, coaching and supporting new products and initiatives, while maintaining high-quality customer records and contributing to knowledge