Customer Service Representative (Advanced Support Specialist) - Manila, Philippines

Finans, bank och juridik · Bank och investeringar · Kundsupport · Riskhantering

I korthet

Transcom seeks a Customer Service Representative (Advanced Support Specialist) in Pasig, Philippines. This Tier 3 role resolves complex, sensitive customer issues via chat and email within a regulated financial services environment, requiring strong analytical and decision-making skills.

Ansvarsområden

Own and resolve the most complex customer cases escalated from Tier 1 and Tier 2.
Investigate and resolve escalated issues with accuracy, urgency, professionalism, and customer focus.
Execute account and transaction actions within established authority limits (savings, investments, ACH, refunds, credits).
Verify customer identities using approved methods and tools.
Identify fraudulent activity, detect suspicious 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 inquiries, and safety reports.
Apply company policies consistently and exercise sound judgment in non-standard situations.
Escalate cases appropriately when they exceed defined authority or require specialized review.
Collaborate with cross-functional partners for timely and accurate case resolution.
Communicate case context, findings, and actions clearly to internal stakeholders.
Maintain complete, accurate, and audit-ready documentation for every interaction.
Navigate multiple internal systems and tools efficiently, adapting to evolving requirements.

Krav

Minimum of 2 years of customer support experience, including handling escalated or complex cases.
C2-level English proficiency with exceptional written communication skills for chat and email.
Strong critical thinking and decision-making skills with the ability to independently manage ambiguous situations.
Excellent cross-functional communication skills to 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 interactions.
Ability to manage a high-volume caseload while maintaining quality and productivity standards.
Reliable attendance and flexibility to support varying schedules.

Önskade kvalifikationer

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.

Förmåner

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

Färdigheter

CRMCustomer SupportFraud PreventionIdentity VerificationRisk ManagementWritten Communication

#Customer Service#Advanced Support#Financial Services#Chat Support#Email Support

Om Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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