VIP FinTech Experience Specialist (Remote)

Visa Hunt; Philippines; On-site; PHP 500,000 - 700,000; Full time

Job summary

Flex is building the AI-native private bank for business owners. This role is a trusted advisor delivering premium, white-glove service with precision across banking, credit, and payments for high-net-worth members.

You'll coordinate with engineering, underwriting, risk, and compliance to resolve complex issues, file detailed bug reports, and document process gaps, all while helping scale the support team with true ownership and remote autonomy.

Qualifications

• Fluent English (written and spoken) at a professional level.
• 2+ years in fintech or financial services customer support.
• Availability to work nights and weekends (US business hours).
• Experience with Zendesk, Salesforce, or similar CRM tools.
• Experience with banking-as-a-service platforms is a plus.
• Experience creating documentation or improving processes.
• Experience supporting B2B SaaS or fintech products.

Responsibilities

• Handle complex customer issues across banking, credit, and payments via email, chat, and phone with precision and clarity.
• Guide VIP and high-revenue accounts through multi-step processes with excellence (document verification, account setup, feature troubleshooting).
• Handle sensitive scenarios with discretion and expertise: frozen accounts, disputed transactions, application denials, and compliance-related communications.
• Coordinate with engineering, underwriting, risk, and compliance teams to resolve multi-stakeholder issues.
• File detailed bug reports and test new features in staging environments.
• Create and update documentation when you encounter process gaps.
• Qualify high-value sales leads with rigor and route to appropriate account executives.

Job description

Flex is building the AI-native private bank for business owners. This role is a trusted advisor delivering premium, white-glove service with precision across banking, credit, and payments for high-net-worth members.

You'll coordinate with engineering, underwriting, risk, and compliance to resolve complex issues, file detailed bug reports, and document process gaps, all while helping scale the support team with true ownership and remote autonomy.