Customer Support Agent - Online Banking

About this role

Shift Pattern: 24/7 Rotational Schedule, Including Weekends
Our client is a fast-growing fintech company seeking Customer Support Agents to join their international team. This is an excellent opportunity for customer-focused professionals with experience in financial services, payments, fintech, cryptocurrency, or banking environments.
You will play a key role in delivering exceptional customer experiences while supporting users with payments, transactions, account-related inquiries, and financial products.
Key Responsibilities

• Provide professional customer support via chat, email, phone, and other digital communication channels.

• Handle customer inquiries efficiently while maintaining high levels of customer satisfaction.

• Investigate and resolve issues relating to accounts, payments, cards, transfers, and transactions.

• Educate customers on products, services, security measures, and self-service tools.

• Escalate complex cases to relevant internal teams when necessary.

• Maintain accurate records of customer interactions using CRM and support platforms.

• Monitor customer feedback and identify opportunities for service improvements.

• Support fraud prevention efforts by identifying suspicious activity and following established procedures.

• Ensure compliance with regulatory requirements, internal policies, AML/KYC standards, and data protection regulations.

• Collaborate with internal teams to ensure a seamless customer experience.

• Contribute to internal documentation and knowledge-sharing initiatives.

Requirements

• Previous experience within fintech, banking, payments, cryptocurrency, financial services, or a regulated financial environment.

• Strong understanding of payment systems such as SWIFT, SEPA, and ACH.

• Exposure to FX trading, digital payments, or cryptocurrency products is highly desirable.

• Knowledge of AML, KYC, compliance, and financial regulations.

• Experience handling customer inquiries, complaints, and service requests in a professional manner.

• Strong communication skills with excellent written and spoken English.

• Experience using customer support platforms such as Zendesk, Intercom, or similar CRM tools.

• Excellent problem-solving abilities and attention to detail.

• Ability to thrive in a fast-paced, customer-centric environment.

• Strong interpersonal skills with an empathetic and solution-oriented approach.

Nice to Have

• Additional languages such as Spanish, Arabic, Farsi, German, Tagalog, Hindi, or Portuguese.

• Experience in AI-powered tools and technologies.

What We Offer

• Performance-based bonus structure.

• Opportunity to join a rapidly growing fintech business.

• Career development and progression opportunities.

• International and collaborative work environment.

• Exposure to high-level support operations and cross-functional teams.

• Dynamic and innovative company culture.

If you have a passion for customer service and are looking to develop your career within the fintech industry, we'd love to hear from you.
Originally posted on Himalayas