Customer Support Representative, Financial Background

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Address incoming customer inquiries through email, chat, and ticketing platforms, providing accurate, prompt, and professional solutions.

• Investigate and resolve issues pertaining to payments, cashback rewards, gift card purchases, refunds, and account balances.

• Support and oversee high-value transactions and monetary movements, including seven-figure amounts, with meticulous attention to accuracy and compliance.

• Identify, flag, and escalate suspicious activities, potential fraud, or transaction discrepancies to the appropriate internal teams.

• Reconcile transaction records and confirm payment details to ensure that customer accounts remain accurate and current.

• Document interactions, resolutions, and recurring issues in the support system.

• Collaborate with finance, risk, and product teams on complex cases and enhancements to support processes.

• Contribute common solutions, FAQs, and workflow improvements to the internal knowledge base.

• Maintain professionalism, empathy, and clear communication throughout the customer experience.

⛳️ Requirements

• Proven experience in customer support within financial services, fintech, banking, or payments industries.

• Demonstrated ability to handle substantial monetary movements, including seven-figure transactions, with a high level of accuracy.

• Strong knowledge of payment processing, transaction flows, refunds, chargebacks, and account reconciliation.

• Excellent attention to detail and sound judgment in managing sensitive financial information.

• Proficient written and verbal communication skills in English.

• Comfortable using ticketing systems, CRMs, and internal financial tools.

• Ability to work independently in a fully remote setting while managing a consistent volume of inquiries.

• Availability to work during U.S. business hours.

• Familiarity with AML, KYC, and fraud prevention practices.

• Experience with support platforms like Zendesk, Intercom, Freshdesk, or similar.

• Background in e-commerce, rewards programs, or digital gift card platforms.

• Working knowledge of Excel or Google Sheets for tracking and reporting transactions.

🏝️ Benefits

• Competitive salary.

• Real opportunities for growth.

• Fully remote work setup.

• Collaborate with rapidly growing global companies.

• Long-term career development potential.