Provide professional customer support via chat, email, phone, and other digital communication channels
Handle customer inquiries efficiently while maintaining high levels of customer satisfaction
Investigate and resolve issues relating to accounts, payments, cards, transfers, and transactions
Educate customers on products, services, security measures, and self-service tools
Escalate complex cases to relevant internal teams when necessary
Maintain accurate records of customer interactions using CRM and support platforms
Monitor customer feedback and identify opportunities for service improvements
Support fraud prevention efforts by identifying suspicious activity and following established procedures
Ensure compliance with regulatory requirements, internal policies, AML/KYC standards, and data protection regulations
Collaborate with internal teams to ensure a seamless customer experience
Contribute to internal documentation and knowledge-sharing initiatives

Previous experience within fintech, banking, payments, cryptocurrency, financial services, or a regulated financial environment
Strong understanding of payment systems such as SWIFT, SEPA, and ACH
Exposure to FX trading, digital payments, or cryptocurrency products is highly desirable
Knowledge of AML, KYC, compliance, and financial regulations
Experience handling customer inquiries, complaints, and service requests in a professional manner
Strong communication skills with excellent written and spoken English
Experience using customer support platforms such as Zendesk, Intercom, or similar CRM tools
Excellent problem-solving abilities and attention to detail
Ability to thrive in a fast-paced, customer-centric environment
Strong interpersonal skills with an empathetic and solution-oriented approach

Customer Support Agent – Online Banking

Key skills