Customer Service Representative (Financial Services)

Company Overview

We are a premier BPO organization with a strong track record of delivering exceptional customer experience for global financial institutions. Our client is a trusted name in banking, investment, and wealth management, serving millions of clients across North America and Europe. We are committed to maintaining the highest standards of compliance, security, and professionalism.

Job Summary

The Financial Account CSR is responsible for handling inbound inquiries from banking customers regarding account balances, transactions, credit cards, loans, and online banking support. This role requires a high degree of accuracy, confidentiality, and financial acumen. You will be the voice of trust for our clients' customers.

Key Duties

• Respond to customer inquiries related to checking/savings accounts, credit cards, and personal loans.
• Process fund transfers, bill payments, and stop-payment requests with strict adherence to banking policies.
• Investigate and resolve transaction discrepancies, unauthorized charges, and fraud alerts.
• Educate customers on digital banking features, interest rates, and promotional offers.
• Escalate complex cases to appropriate departments while ensuring customer follow-through.
• Meet service level agreements (SLAs) for response time, resolution rate, and quality scores.
• Strictly comply with data privacy regulations and internal security protocols.

Qualifications

• Minimum of 6 months customer service experience in a BPO setting (financial or banking experience is a plus).
• At least High School Graduate or Senior High School Graduate.
• Exceptional English communication skills—both verbal and written.
• Strong analytical and numerical reasoning ability.
• Detail-oriented with a high level of integrity and discretion.
• Must be willing to work on-site on a rotating shift schedule.

Benefits & Perks

• Attractive ₱27,000 monthly base pay.
• HMO coverage from Day 1 with dependent option.
• Night differential pay and overtime premium.
• Comprehensive training on financial products and compliance.
• Performance bonuses and quarterly incentives.
• Career advancement opportunities to specialized roles (e.g., Fraud Specialist, Team Lead, Quality Analyst).