Operations Lead (Digital Banking)

📋 Description

• Primary contact for customers via phone and email about deposit accounts.
• Resolve issues with balances, transactions, interest, statements, ACH, and debit card access.
• Manage customer cases end-to-end from initial contact to resolution.
• Handle escalated interactions, including time-sensitive financial concerns.
• Assist Reg E inquiries, including dispute intake and updates with Ops/Compliance.
• Document all customer interactions and outcomes in Zendesk or similar systems.

🎯 Requirements

• 5+ years of experience in customer support or operations for U.S. consumer banking products.
• Experience handling high-volume phone and email support in regulated financial services.
• Strong understanding of ACH, debit card transactions, holds, posting timelines, and statements.
• Excellent verbal and written communication; explain financial concepts clearly.
• Strong problem-solving and attention to detail; identify process gaps.
• Experience using Zendesk, Amazon Connect, Asana, or similar tools.
• Bachelor’s degree or equivalent relevant experience.
• Must presently reside in the Philippines.