Customer Service Representative (Advanced Support Specialist)
Logistics, Sales & Operations · Sales & Business Development · Customer Support · Sales Operations
In short
Transcom is seeking a Customer Service Representative (Advanced Support Specialist) for their Pasig-Ayala 30th site. This role involves handling the most complex customer cases via chat and email within a regulated financial services environment, requiring strong decision-making and analytical skills.
Responsibilities
- Own and resolve the most complex customer cases that cannot be completed by Tier 1 or Tier 2 support teams.
- Investigate and resolve escalated issues with accuracy, urgency, professionalism, and customer focus.
- Execute account and transaction actions within established authority limits, including savings transactions, check-related requests, investment account closures, ACH corrections, fee refunds, and account credits.
- Verify customer identities using approved verification methods, including Persona and other internal tools.
- Identify fraudulent activity, detect suspicious or falsified documentation, and review compliance-flagged accounts.
- Process extended fraud alerts, tax documentation requests, and duplicate account investigations.
- Handle highly sensitive customer interactions, including executive escalations, press and social media inquiries, communication cessation requests, and reports involving customer safety or harmful threats.
- Apply company policies consistently while exercising sound judgment in non-standard situations.
- Escalate cases appropriately when they exceed defined authority or require specialized review.
- Collaborate with cross-functional partners to ensure timely and accurate case resolution.
- Clearly communicate case context, investigation findings, and recommended actions to internal stakeholders.
- Maintain complete, accurate, and audit-ready documentation for every customer interaction and resolution.
- Navigate multiple internal systems and support tools efficiently while adapting to evolving products, processes, and regulatory requirements.
Requirements
- Minimum of 2 years of customer support experience, including handling escalated or complex customer cases.
- C2-level English proficiency with exceptional written communication skills, as all customer interactions are conducted through chat and email.
- Strong critical thinking and decision-making skills with the ability to independently manage ambiguous situations.
- Excellent cross-functional communication skills, with the ability to effectively partner with specialized internal teams.
- High attention to detail and commitment to accurate documentation in a regulated environment.
- Proven ability to remain calm, empathetic, and solution-oriented during challenging customer interactions.
- Ability to manage a high-volume caseload while maintaining quality, productivity, and service standards.
- Reliable attendance and flexibility to support varying schedules as business needs require.
Desired Qualifications
- Experience in banking, financial services, fintech, or another regulated industry.
- Knowledge of compliance-focused processes, including identity verification, fraud prevention, KYC, or account review workflows.
- Experience using CRM, ticketing, or case management platforms.
- Demonstrated ability to quickly learn and navigate proprietary systems and internal tools.
Benefits
- Day 1 HMO
- Meal & Transportation Allowance
- Rice Subsidy
- Clothing Allowance
- 24/7 Teleconsult
- Free Psychologist Consultation
- In-house & Online Pharmacy
- Scholarship Program
- Retirement Fund
- Free Meal & Medicine (through Transcom’s Tap Card Rewards)
- Loyalty Incentives
- Accidental & Life Insurance
- Free Shuttle Service
#customer service#support specialist#financial services#escalation#chat#email#Philippines
Company
Transcom
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Pasig, Philippines
Applicants
Be an early applicant