Customer Services Representative, Fintech

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Take ownership of the front-line support queue for retail investors.

• Address incoming support tickets, prioritize by urgency, and either resolve or route cases within service-level standards.

• Examine stalled or incomplete account applications to identify any missing documentation or information.

• Clearly communicate the next steps in the application process to investors.

• Review deposits, withdrawals, and transfers to ensure funds are moved to or from the appropriate bank account.

• Resolve discrepancies related to money movement prior to the transfer of funds.

• Troubleshoot issues at the account level, including balances, transaction statuses, holds, and delays.

• Investigate the underlying account and transaction data and convey outcomes in a user-friendly manner.

• Consistently apply Atomic's policies and escalate edge cases or ambiguous situations as necessary.

• Keep accurate and auditable records of ticket investigations, resolutions, and the rationale behind decisions.

• Identify and report recurring pain points or inefficiencies in the support workflow.

⛳️ Requirements

• Around 2–3 years of experience in a client-facing role within a finance, fintech, or tech company environment.

• Strong understanding of basic troubleshooting for user accounts and data.

• Highly organized, detail-oriented, and dependable when managing recurring tasks and meeting deadlines.

• Ability to work independently in a remote, part-time setting.

• Advanced-level English proficiency for collaboration with a global team.

• Experience in managing client inquiries within a support-focused software environment.

• Prior experience in fintech, banking, or related fields is a plus.

• Familiarity with Zendesk is desirable.

• Experience utilizing AI tools, such as Claude or ChatGPT, to investigate issues, perform research, or create internal documentation is advantageous.

🏝️ Benefits

• Part-time contract engagement.

• Remote work opportunity from anywhere in LATAM.

• Schedule from 9AM to 1PM EST, five days a week.

• Approximately 20 hours per week, equating to 50% FTE.

• Opportunity to collaborate with a global team.