Customer Support Agent – Banking & Digital Wallet Services

About the role

As a Customer Support Agent you will be the first point of contact for clients using our banking and digital wallet services. You will handle inquiries across multiple channels, ensure timely resolutions, and contribute to a high‑quality customer experience.

Key responsibilities

• Respond to customer inquiries, complaints and service requests professionally via phone, email, chat or other channels.
• Assist with transactions, account‑related requests, payment questions and digital banking features.
• Support account verification, recovery and authentication processes in line with security standards.
• Escalate operational or technical issues to the appropriate departments when necessary.
• Maintain accurate records of interactions, complaints and resolutions in the support system.
• Educate customers on digital wallet features, banking products, payment methods and security best practices.
• Follow up on unresolved cases and ensure closure within agreed service timelines.
• Manage support tickets, document actions and meet SLA requirements.

Required profile

• Bachelor’s degree in Business Administration, Banking & Finance, Communications or a related field.
• At least 2 years of experience in customer support, banking operations, call centres or financial services.
• Professional proficiency in the local language and English.
• Strong communication, problem‑solving and conflict‑resolution abilities.
• Ability to work under pressure while maintaining a customer‑focused attitude.
• Familiarity with customer support platforms, CRM tools and banking systems.
• Excellent organizational and multitasking skills.
• Attention to detail and a customer‑oriented mindset.

Required skills