Customer Service Advisor
Core
1st line customer service support for Retail and SME customers via Chat and Telephony, combined with Back Office activities to support smooth function running.
Role type
Customer Service Advisor (1st line support + Back Office)
Builds
Customer service interactions and back-office support for a Fintech bank serving SMEs
Domain
Financial Services / Fintech / Banking
Deliverable
client delivery
Required skills
case management, complaint resolution, KYC processes, payments processing, core banking systems, workflow management tools, financial services regulations knowledge
Preferred skills
social media interaction, process improvement, vulnerable customer handling, deceased/power of attorney cases, SME complex needs
Technologies
core banking systems, social media platforms, workflow/task management tools
Responsibilities
field inbound communications (voice, chat, social media) to action requests and resolve issues, manage cases including outbound communications and payments, handle exceptions like KYC and complaints, proactively identify process improvements, support other teams on customer engagement, adhere to quality control and compliance policies
Seniority
Individual Contributor, operational level
