Remote job
Customer Services Representative, Fintech
Job details
About this role
Role overview Serve as the front-line voice for retail investors using a fintech platform, resolving tickets about accounts, money movements, and applications. The role is execution-focused and part-time, ideal for someone who enjoys investigative support work within defined policies.
Responsibilities - Own the front-line support queue, triaging and resolving retail investor tickets within service-level expectations - Investigate stalled or incomplete account applications, identify missing documentation, and communicate next steps clearly - Review money movement requests such as deposits, withdrawals, and transfers, verifying correct bank accounts and resolving discrepancies - Troubleshoot account-level issues including balances, transaction status, holds, and delays, and explain outcomes in plain language - Apply company policies consistently, escalating edge cases or ambiguous situations to the appropriate internal team - Maintain accurate records of each ticket's investigation, resolution, and rationale so cases remain auditable - Identify and flag recurring pain points or inefficiencies in support workflows
Requirements - Approximately two to three years of client-facing experience in a finance, fintech, or tech environment - Solid understanding of basic troubleshooting of user accounts and data - Highly organised, detail-oriented, and reliable with recurring tasks and deadlines - Ability to work independently in a remote, part-time capacity - Advanced-level English for collaboration with a global team - Experience handling client inquiries in a support-focused software platform
Nice to have - Prior exposure to fintech, banking, or adjacent financial services environments - Familiarity with Zendesk - Experience prompting AI tools such as Claude or ChatGPT to investigate issues, conduct research, or draft internal documents
Benefits and work setup - Part-time contract at roughly 50% FTE, scheduled 9 AM to 1 PM EST, five days per week - Remote role open to candidates based anywhere in LATAM