Customer Support Specialist

Job Description

Responsibilities

• Client Onboarding: Lead new business clients through registration and platform integration, serving as their dedicated guide.
• KYC & KYB Support: Assist clients in submitting documentation for Know Your Customer (KYC) and Know Your Business (KYB) checks, clearly explaining local and international regulatory requirements.
• Payment Process Support: Provide technical and operational assistance for payment queries, including cross‑border transfers, FX conversions, and local payment network integrations.
• Issue Resolution: Manage and resolve inquiries via live chat, email, and phone, ensuring timely solutions that meet internal SLAs.
• Stakeholder Liaison: Collaborate with Compliance, Risk, and Product teams to resolve onboarding blockers or transaction issues.
• Product Education: Proactively educate clients on platform features, security best practices, and new product releases to maximize engagement.

Required Qualifications & Skills

• Experience: Minimum 3 year in Customer Success, Onboarding, or Operations within Fintech, Crypto, or Corporate Banking.
• Domain Knowledge: Strong understanding of payment ecosystems (SWIFT, local clearing systems, payment gateways) and AML/KYC principles.
• Specialty: Fraud/Escalation handling.
• Tools: Hands‑on experience with Zendesk or similar support platforms.
• Operational Skills: Manage and resolve inquiries via live chat, email, and phone is required.
• Market Exposure: Familiarity with Singapore or Australian regulatory standards is highly preferred.
• Communication: Fluent in written and spoken English.
• Analytical Skills: Ability to troubleshoot technical payment errors and interpret transaction logs or compliance data.
• Education: Diploma, Certificates, or Degree in a relevant field.

Benefits & Culture

• Fast-paced, innovative environment with opportunities for career growth within the digital finance sector.
• Exposure to international financial regulations and cutting-edge global payment technology.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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