Financial Services Representative - Dayshift

The Investment Customer Support Agent assists clients with questions and concerns related to their investment accounts and the company’s investment platform. The role provides support for account onboarding and access, transactions, orders, portfolio information, statements, settlements, dividends, and other investment-related services.

Responsibilities:

• Handle client inquiries via chat, email, voice, and social media.
• Assist with account opening, verification, account access, transactions, orders, portfolio information, statements, settlements, dividends, and other account-related concerns.
• Review client, account, transaction, and order information using CRM, ticketing, and back-office systems.
• Troubleshoot common client issues following approved procedures.
• Clearly explain platform features, transaction and order statuses, processing timelines, and applicable account policies.
• Provide factual, company-approved information without giving investment advice or recommendations.
• Escalate order, reconciliation, compliance, fraud, technical, and other specialized concerns to the appropriate teams.
• Maintain accurate case records and document actions, responses, and follow-up requirements.
• Follow KYC, AML, data privacy, information security, and client communication procedures.
• Report recurring issues, potential system incidents, and unusual increases in contact volume to the Team Leader.

Qualifications:

• At least one year of customer service experience in voice, chat, email, social media, or blended support.

• 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.

• Ability to communicate with clients in English and Filipino, both verbally and in writing.

• Experience using CRM, ticketing, or customer support systems.

Role details:

• Work Location: Mandaluyong City
• Work Setup: Fully Onsite
• Schedule: Monday–Friday, Day Shift
• Employment Type: Full-Time, Permanent