Customer Experience Specialist

Job Summary

Serving as a trusted advisor, the full-time remote Customer Experience Specialist will manage complex customer issues related to banking, credit, and payments while delivering premium service to high-net-worth members.

Key responsibilities

• Handle complex customer inquiries across various channels, ensuring thorough investigations and high-quality responses
• Guide VIP accounts through multi-step processes, maintaining excellence in service quality
• Coordinate with cross-functional teams to resolve multi-stakeholder issues and file detailed bug reports

Required qualifications

• Flawless written and spoken English with the ability to explain complex fintech concepts clearly
• Strong ownership mentality, proactively identifying and addressing process gaps
• Investigative mindset with a focus on understanding root causes of issues
• Technical fluency in software such as Zendesk, Salesforce, and Google Sheets
• Experience in banking-as-a-service platforms or exposure to fraud detection and financial compliance preferred