Customer Support Specialist

Responsibilities:

• Customer Support & Case Management (primary focus)
• Manage customer interactions across phone, case management, and digital channels
• Take ownership of complex customer enquiries and escalated cases from investigation through resolution
• Deliver timely, professional, and customer-focused solutions while balancing operational and risk considerations
• Function as an escalation point for customer, transaction, and process-related enquiries
• Problem Solving (primary focus)
• Analyze complex customer and operational scenarios to determine appropriate resolutions
• Identify potential risks, anomalies, or recurring issues and escalate when necessary
• Ensure adherence to regulatory, legal, and internal policy requirements
• Support audit readiness, reporting accuracy, and compliance with complaint-handling frameworks and control standards
• Transaction Processing & Operational Excellence
• Process and validate customer transactions in accordance with established procedures, service level agreements, and regulatory requirements
• Investigate and resolve transaction-related issues, exceptions, and discrepancies
• Maintain accurate and up-to-date documentation across support and operational systems
• Effectively manage workloads, queues, and priorities to achieve service and quality targets
• Ensure delivery towards SLAs and KPIs
• Collaboration & Continuous Improvement
• Partner with teams across Customer Support, Sales, Treasury, Finance, Risk, and Operations to resolve issues efficiently
• Contribute to process improvements and operational initiatives that enhance customer experience and efficiency
• Support the implementation and enhancement of tools, processes, and regulatory changes
• Share insights and recommendations to improve service delivery and operational performance
• Support operational and cross-functional projects, including tracking timelines, actions, and deliverables
• Team Support
• Provide guidance and mentoring to colleagues through knowledge sharing and best-practice support
• Assist with onboarding and development of new team members
• Contribute to quality reviews, team discussions, and continuous capability building
• Support local Leaders with day-to-day operational activities as well as project assignments as required
• Function as a subject matter expert for complex cases and processes
• Success in this role will be measured by:
• Effective handling of complex cases and escalations
• Accuracy and compliance in transaction processing
• Contribution to team performance, stakeholder management and process improvements
• What we are looking for
• Required Experience
• 2–4 years of experience in customer support, operations, payments, financial services, dealing desk, collections, or a related environment
• Experience managing escalations and resolving non-routine customer issues
• Proven ability to work independently while operating within established policies and procedures
• Knowledge about project and timeline management
• Skills & Competencies
• Strong analytical and problem-solving abilities
• Excellent verbal and written communication skills
• High attention to detail with a focus on accuracy and compliance
• Ability to manage multiple priorities in a dynamic, fast-paced environment
• Customer-centric mindset with strong professionalism and resilience
• Confidence influencing outcomes and collaborating across teams
• Continuous improvement mindset with a commitment to personal and professional development