Customer Support Representative (Financial Background)
New
H
Hire HangarFintech payments
Location: South Africa - Cape Town; Secondary Locations: Parugauy - Asuncion, Ecuador - Guayaquil, Guatemala- Guatemala City, Mexico - Monterrey, Chile - Santiago, Peru - Lima, Argentina - Buenos Aires, Bolivia - Montevideo; Workplace: Remote, Availability to work during U.S. business hours.Contract
Salary1,600 - 2,000 USD per month
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Job Details
- Languages
- Proficient written and verbal English communication skills.
- Required Skills
- Customer support
Requirements
- Have proven customer support experience in financial services, fintech, banking, or payments.
- Have experience handling large money movements, including seven-figure transactions, accurately.
- Understand payment processing, transaction flows, refunds, chargebacks, and account reconciliation.
- Use sound judgment and attention to detail when handling sensitive financial information.
- Have proficient written and verbal English communication skills.
- Be comfortable using ticketing systems, CRMs, and internal financial tools.
- Be able to work independently in a fully remote environment and manage a steady volume of inquiries.
- Be available to work during U.S. business hours.
- Familiarity with AML, KYC, and fraud prevention practices is a plus.
- Experience with Zendesk, Intercom, Freshdesk, or similar support platforms is a plus.
- Experience in e-commerce, rewards programs, or digital gift card platforms is a plus.
- Working knowledge of Excel or Google Sheets for transaction tracking and reporting is a plus.
Responsibilities
- Respond to inbound customer inquiries through email, chat, and a ticketing platform.
- Investigate and resolve issues involving payments, cashback rewards, gift card purchases, refunds, and account balances.
- Support and monitor high-value transactions and money movements, including seven-figure sums, with attention to accuracy and compliance.
- Identify and escalate suspicious activity, potential fraud, and transaction discrepancies.
- Reconcile transaction records and verify payment details to keep customer accounts accurate.
- Document customer interactions, resolutions, and recurring issues in the support system.
- Collaborate with finance, risk, and product teams to resolve complex cases and improve support processes.
- Capture common fixes, FAQs, and workflow improvements in the internal knowledge base.
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