Customer Support Specialist I – FinTech
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support Specialist handling user inquiries and troubleshooting for Xtrm's global payment platform. Ensuring positive user experiences and managing investigations with banking partners.
Responsibilities:
- Respond promptly to customer support tickets in accordance to the customer’s service level agreement (SLA) and guide the customer throughout the support process.
- Troubleshoot support tickets by researching the matter, attempting to replicate the situation, and/or consulting with Xtrm’s internal resources.
- Manage investigations with Xtrm’s banking partners by forwarding requested correspondence, confirming banking information, researching banking activities, communicating issues, and ensuring prompt resolution of any pending matters.
- Ensure successful customer onboarding by maintaining Xtrm’s Master Administration functions, setting up ACH funding when required, and updating all relevant system configurations.
- Maintain up-to-date knowledge on internal/external compliance, payments, and funding/financing policies.
- Review system transfer history to investigate locked wallets, verify whether funds were successfully sent, and obtain authorization to unlock the affected wallets.
- Identify key trends and themes from customer feedback and support interactions to inform and guide ongoing platform development
Requirements:
- High school diploma, GED, or equivalent.
- 2+ years of experience in customer support or customer success within the financial services, payments, or foreign exchange industry.
- Strong working knowledge of Google Suite.
- Outstanding troubleshooting skills and a passion for problem-solving and investigation.
- Excellent written and verbal communication skills/ Fluent English.
- Ability to manage a heavy workload and prioritize responsibilities appropriately.
Similar Jobs
Seasonal Customer Support Agent
Seasonal Customer Support Agent at ParentSquare addressing customer inquiries via email, chat, and phone. Efficiently resolving issues during high-volume back-to-school period with potential for full-time transition.
Pharmacy Support Specialist
Pharmacy Support Specialist processing Central Fill–eligible Auto Refills while collaborating with onsite teams. Delivering exceptional client care and maintaining service levels in a remote role.
Campaign Account Support Specialist – Level 2
Campaign Account Support Specialist fostering strong relationships with teams and partners in biopharma services. Managing print intake, direct mail execution, and HCP service initiatives with compliance.
Campaign Account Support Specialist – Level 3
Campaign Account Support Specialist managing fulfillment operations and HCP service initiatives. Overseeing print intake and demand management for pharma clients.
Support Specialist 3 – Magnetic Resonance
Remote Support Specialist providing technical support to customers and engineers for Siemens MR equipment. Responsible for troubleshooting, resolving technical issues, and assisting with on-site repairs.
Bilingual Customer Service Specialist, B2B
Bilingual Customer Service Expert providing support to retailers with exceptional service in French and English. Engaging clients and promoting new products while maintaining strong relations.
Senior Manager – Customer Support
Senior Manager of Customer Support responsible for leading global technical teams at Castor. Enhancing customer satisfaction metrics and ensuring operational excellence across services.
Customer Experience Specialist
Customer Experience Specialist providing personalized travel planning support for clients. Emphasizing relationship-building and service excellence throughout the travel planning process.
Service Support Specialist – Insurance, Spanish
Service Support Specialist managing customer inquiries and insurance policy servicing for COVU's clients. Ensuring satisfaction through efficient case management in a remote role based in Peru.
Customer Service
Remote Customer Support Reps working for Virtual Vantage Inc in a customer service role. Handling customer inquiries and ensuring satisfaction while working from home.
Customer Support Specialist
Customer Support Specialist managing member inquiries and support tickets for Espresa's personal benefits platform. Ensuring service excellence across multiple channels while achieving specific performance targets.
Freelancer Assistenza Clienti – Nutrizione/Salute
Freelancer Customer Support assisting Italian customers in health and nutrition sector for SHEKO GmbH. Engage with customers through social media and community management.
Support Manager, Customer Experience
Support Manager leading customer experience initiatives for AI-powered gym management platform PushPress. Building systems and standards to enhance customer support functions.
Customer Service Representative
Customer Service Representative in e-learning engaging with veterans and ensuring satisfaction through inquiries and support. Remote work from anywhere in the United States, emphasizing effective communication.
Overnight Sales and Customer Service Representative
Customer Service Representative focusing on fielding inquiries via various communication channels. Engaging with customers to resolve issues and meet sales objectives while creating a positive experience.
Customer Service Representative – Administration, Finance
Inhouse Consultant for Infoma ERP providing financial software support and customer service. Engaging with users to improve their experience and resolve inquiries effectively.
Digital Customer Experience Manager
Digital Customer Experience Manager enhancing customer relations and pursuing strategic revenue opportunities. Responsible for business development through product and market innovation in a remote work environment.
Customer Service Representative – Administration, Finance
As Inhouse Consultant for Infoma ERP, support users in financial accounting. Analyze customer inquiries and provide solutions while ensuring a quality service experience.
Bilingual Customer Service Advocate, Russian
Customer Care professional resolving inquiries for Centene's 28 million members and providers. Focused on providing accurate and timely personalized support via various communication channels.
Customer Service Agent
Remote Customer Service Agent for AltaConnect providing support across phone, chat, and email channels. Responsible for handling inquiries and maintaining positive customer relationships.