Customer Support Representative (Fintech)

Location: Mandaluyong City, Metro Manila (100% Onsite | Mon–Fri)

Work Schedule: Dayshift

Industry: Financial Technology / Digital Investment Platform

Position Summary

The Investment Customer Support Agent assists clients with inquiries and operational issues related to their investment accounts and trading platform. This role handles inquiries surrounding account access, identity verification (KYC), deposits/withdrawals, order placement and status, portfolio views, fees, and dividend settlements.

Note: This role provides factual operational support and does not provide investment advice, stock recommendations, or execute trades on behalf of clients.

Key Responsibilities

• Multi-Channel Support: Respond to client inquiries via chat, email, voice, and social media channels.
• Account & Transaction Guidance: Assist users with onboarding, account verification (KYC/AML), deposit/withdrawal statuses, order statuses, portfolio information, and statement reviews.
• Troubleshooting & Investigations: Review account and transaction data in CRM, ticketing, and back-office systems to resolve client concerns following standard operating procedures.
• Incident Escalation: Escalate complex trade execution, reconciliation, compliance, fraud, or technical issues to appropriate internal teams.
• Case Documentation & Compliance: Maintain accurate ticket records, adhere to strict data privacy/security guidelines, and report recurring system issues or volume spikes to team leadership.

Key Requirements & Qualifications

• Education: Senior High School graduate (K-12) or higher. (A Bachelor's degree in Finance, Economics, Accountancy, or Business is a plus).
• Work Experience:
• At least 1 year of customer service experience across voice, chat, email, or blended support channels within Banking, Fintech, Brokerage, Crypto, Insurance, or Payments is required.
• Experience handling customer concerns involving money movement, account verification, financial transactions, order statuses, or transaction disputes.
• Functional Knowledge: Basic understanding of stock investing, buying/selling mechanics, fees, and transaction settlements.
• Communication & Tech Skills: Strong written and verbal communication skills in English and Filipino; basic computer/spreadsheet proficiency; experience using CRM or ticketing platforms (e.g., Zendesk, Jira, Salesforce).