Customer Experience Specialist – Fintech & AI Trading

Longbridge Singapore; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

Longbridge Singapore is seeking a client servicing professional to handle inquiries across phone, email, in-app chat and walk-ins, resolving issues within service standards. You will manage complaints and escalations with cross-functional teams, maintain case records, and contribute to AI chat quality and knowledge management initiatives.

Diploma or bachelor’s degree in business, finance, or related field is required, with 2–5 years in financial services or fintech a plus; Mandarin is an

Qualifications

• Diploma or Bachelor’s degree in business, finance, communications or a related field.
• 2–5 years of relevant customer service experience, preferably in banking, brokerage, fintech or financial services.
• Experience handling complaints and escalated cases across multiple channels is an advantage.
• Good understanding of financial products, brokerage services and/or digital trading platforms is an advantage.
• Comfortable working with digital platforms, CRM systems and AI-enabled customer service tools.
• Confident maintaining structured knowledge content and identifying inaccuracies in it.
• Strong written and verbal communication skills with good problem-solving and complaint-handling abilities.
• Strong attention to detail, with the ability to identify inaccuracies and follow through on client issues.
• Able to work independently while collaborating effectively with cross-functional teams, and to manage multiple priorities.
• Mandarin-speaking ability is an advantage.

Responsibilities

• Handle client enquiries via phone, email, in-app chat and walk-in channels.
• Manage the dedicated CS mailbox and ensure enquiries are properly followed up and resolved within agreed service standards.
• Support customer outreach requests from internal teams, ensuring timely and accurate follow-up with clients.
• Maintain accurate case records, client communications and follow-up actions in the relevant systems.
• Handle client complaints and escalated cases, working with Operations, Compliance, Product, IT and other relevant teams where required.
• Maintain expected service levels and turnaround times, including during peak periods, leave and other staff absences.
• Conduct daily quality checks on AI-generated in-app Chat responses, identifying inaccurate, incomplete or outdated information and coordinating corrections with the relevant teams.
• Regularly review and update the CS knowledge bank used by the AI Chat, ensuring information remains accurate, current and aligned with product, operational and regulatory requirements.
• Identify recurring client issues and provide feedback to improve processes, FAQs, knowledge content and overall client experience.
• Support CS initiatives, process improvements and other ad-hoc projects as required.

Skills

Customer service

Complaint handling

CRM systems

Financial products knowledge

Digital trading platforms

Communication skills

Problem solving

Detail oriented

Independent + cross-functional

Mandarin (adv)

Education

Diploma or Bachelor’s degree in business, finance, communications or a related field

Tools

CRM software

AI-enabled CS tools

Job description

Longbridge Singapore is seeking a client servicing professional to handle inquiries across phone, email, in-app chat and walk-ins, resolving issues within service standards. You will manage complaints and escalations with cross-functional teams, maintain case records, and contribute to AI chat quality and knowledge management initiatives.

Diploma or bachelor’s degree in business, finance, or related field is required, with 2–5 years in financial services or fintech a plus; Mandarin is an