Remote VIP Fintech Customer Experience Specialist

Swooped; United States; Teletrabalho; USD 60 000 - 100 000; Tempo integral

Resumo da oferta

Swooped is seeking a Customer Experience Specialist to advise high-net-worth business members in a remote-first role across the United States. You will deliver white-glove service and resolve complex fintech inquiries across banking, credit, and payments, coordinating with cross-functional teams to drive outcomes.

Responsibilities include guiding VIP accounts through onboarding and processing sensitive issues, with potential night/weekend shifts.

Qualificações

• Professional-level fluency in written and spoken English.
• 2+ years of customer support experience in fintech or financial services.
• Experience utilizing Zendesk, Salesforce, or comparable CRM platforms.
• Availability to work night and weekend shifts across local or U.S. business hours.

Responsabilidades

• Handle complex customer inquiries across banking, credit, and payments via email, chat, and phone, conducting thorough investigations across multiple systems to provide clear and accurate resolutions.
• Guide VIP and high-revenue accounts through multi-step processes, such as document verification, account onboarding, and feature troubleshooting.
• Manage sensitive scenarios with discretion, including frozen accounts, disputed transactions, application denials, and compliance-related communications.
• Coordinate with engineering, underwriting, risk, and compliance teams to resolve multi-stakeholder issues.
• Submit detailed bug reports and test new features within staging environments.
• Create and update operational documentation when process gaps are identified.
• Qualify high-value sales leads and route them to the appropriate account executives.

Conhecimentos

English fluency

Customer support

Problem solving

Ferramentas

Zendesk

Salesforce

Descrição da oferta de emprego

Swooped is seeking a Customer Experience Specialist to advise high-net-worth business members in a remote-first role across the United States. You will deliver white-glove service and resolve complex fintech inquiries across banking, credit, and payments, coordinating with cross-functional teams to drive outcomes.

Responsibilities include guiding VIP accounts through onboarding and processing sensitive issues, with potential night/weekend shifts.