Investment Customer Support Agent

About the Company:

Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society, promoting financial inclusion and literacy. Founded in 2022 by a team of visionaries, we have the expertise and resources to build best-in-class consumer-centric fintech products.

Backed by Breeze Ventures, a global fintech company based in Bahrain, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Skyro Lending, Inc., both registered with the Philippine SEC. As we continue to expand, our team members will have the opportunity to contribute their expertise and talents to a promising international company. Join us on our journey to build a sustainable business and make a difference in the lives of millions of customers.

Job Overview:

The Investment Customer Support Agent assists clients with questions and issues related to their investment accounts and the company's investment platform.

The role involves assisting clients with inquiries related to account access and onboarding, deposits and withdrawals, order placement and status, portfolio information, fees and charges, settlement, statements, dividends, and other investment-related services.

To investigate and resolve client inquiries, the agent may review relevant account, transaction, and order information available in the company's systems. The agent does not approve, initiate, execute, cancel, or modify account-opening requests, cash transactions, or trading orders on behalf of clients.

The agent provides factual information and operational support but does not provide investment advice, stock recommendations, return projections, or price predictions.

Responsibilities:

• Handle client inquiries through the company's supported communication channels, including chat, email, voice, and social media.
• Assist clients with inquiries related to account opening, identity verification, account access, deposits, withdrawals, order placement and status, portfolio information, statements, fees, settlement, dividends, and other corporate actions.
• Review client, account, transaction, funding, and order information available in CRM, ticketing, and investment platform back-office systems.
• Identify the cause of common client issues by following approved troubleshooting procedures.
• Explain platform functions, transaction and order statuses, processing timelines, fees, and applicable restrictions in clear and understandable language.
• Provide only factual and company-approved information and avoid giving investment advice, stock recommendations, price predictions, or return projections.
• Escalate cases related to order execution, reconciliation, compliance, suspected fraud, technical incidents, and other specialized matters to the responsible team.
• Create complete and accurate case records, including the client's concern, information reviewed, checks performed, response provided, and required follow-up actions.
• Follow customer verification, KYC, AML, data privacy, information security, and client communication procedures.
• Inform the Team Leader about recurring client issues, suspected system incidents, and sudden increases in contact volume.
• Complete mandatory product, process, compliance, and platform training and pass the corresponding assessments.
• Meet the service, quality, productivity, attendance, and compliance standards established for the role.

Qualifications:

• High School graduate under the old curriculum, Senior High School graduate under the K-12 curriculum, or holder of an equivalent recognized qualification.
• At least one year of customer service experience in voice, chat, email, social media, or blended support.
• Ability to communicate with clients in English and Filipino, both verbally and in writing, as demonstrated through the company's communication assessment.
• Ability to understand written procedures and apply them to customer scenarios, as demonstrated through a case-based assessment.
• Ability to work accurately with client, transaction, and account information, as demonstrated through an accuracy assessment.
• Basic computer proficiency, including the use of browser-based systems, email, document-handling tools, and data-entry interfaces.
• Customer service experience in banking, fintech, brokerage, insurance, payments, or another regulated financial service.
• Experience handling customer concerns involving money movement, account verification, financial transactions, order statuses, or transaction disputes.
• Experience using CRM, ticketing, or customer support systems.
• Basic understanding of how stock investing, buying and selling, fees, and transaction settlement work.