Customer Support Agent

About the role

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

Key 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

About you

• Customer service experience in banking, fintech, brokerage, insurance, payments, or another regulated financial service
• 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
• 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