Customer Support Specialist (Digital Banking)

📋 Description

• Serve as frontline point of contact for customers via phone and email, handling inbound inquiries related to checking and deposit accounts.
• Support customers with day-to-day account questions, including balances, transactions, interest accrual, statements, ACH activity, debit card usage, and account access.
• Follow documented procedures to resolve standard customer issues, escalating more complex cases to senior Operations or Compliance teams as needed.
• Assist with Reg E–related customer inquiries, including dispute intake, basic status updates, and customer communications, under guidance from Operations and Compliance.
• Accurately document all customer interactions and actions taken in Zendesk or equivalent ticketing systems.
• Meet defined response time and quality standards for customer communications.

🎯 Requirements

• 2+ years in customer support or ops for U.S. consumer banking products.
• Experience handling phone and email support in regulated financial services.
• Working knowledge of ACH deposits and withdrawals.
• Working knowledge of debit card transactions.
• Working knowledge of pending vs. posted transactions.
• Must reside in the Philippines; able to work U.S. Pacific Time.