Customer Support Specialist

Responsibilities:  

Customer Support & Case Management (primary focus) 

• Manage customer interactions across phone, case management, and digital channels 

• Take ownership of complex customer enquiries and escalated cases from investigation through resolution 

• Deliver timely, professional, and customer-focused solutions while balancing operational and risk considerations 

• Function as an escalation point for customer, transaction, and process-related enquiries 

 Problem Solving (primary focus) 

• Analyze complex customer and operational scenarios to determine appropriate resolutions 

• Identify potential risks, anomalies, or recurring issues and escalate when necessary 

• Ensure adherence to regulatory, legal, and internal policy requirements 

• Support audit readiness, reporting accuracy, and compliance with complaint-handling frameworks and control standards 

 Transaction Processing & Operational Excellence  

• Process and validate customer transactions in accordance with established procedures, service level agreements, and regulatory requirements 

• Investigate and resolve transaction-related issues, exceptions, and discrepancies 

• Maintain accurate and up-to-date documentation across support and operational systems 

• Effectively manage workloads, queues, and priorities to achieve service and quality targets 

• Ensure delivery towards SLAs and KPIs 

 Collaboration & Continuous Improvement 

• Partner with teams across Customer Support, Sales, Treasury, Finance, Risk, and Operations to resolve issues efficiently 

• Contribute to process improvements and operational initiatives that enhance customer experience and efficiency 

• Support the implementation and enhancement of tools, processes, and regulatory changes 

• Share insights and recommendations to improve service delivery and operational performance 

• Support operational and cross-functional projects, including tracking timelines, actions, and deliverables 

 Team Support 

• Provide guidance and mentoring to colleagues through knowledge sharing and best-practice support 

• Assist with onboarding and development of new team members 

• Contribute to quality reviews, team discussions, and continuous capability building 

• Support local Leaders with day-to-day operational activities as well as project assignments as required 

• Function as a subject matter expert for complex cases and processes 

 Success in this role will be measured by: 

• Effective handling of complex cases and escalations 

• Accuracy and compliance in transaction processing 

• Contribution to team performance, stakeholder management and process improvements 

 What we are looking for 

Required Experience 

• 2–4 years of experience in customer support, operations, payments, financial services, dealing desk, collections, or a related environment 

• Experience managing escalations and resolving non-routine customer issues 

• Proven ability to work independently while operating within established policies and procedures 

• Knowledge about project and timeline management 

 Skills & Competencies 

• Strong analytical and problem-solving abilities 

• Excellent verbal and written communication skills  

• High attention to detail with a focus on accuracy and compliance 

• Ability to manage multiple priorities in a dynamic, fast-paced environment 

• Customer-centric mindset with strong professionalism and resilience 

• Confidence influencing outcomes and collaborating across teams 

• Continuous improvement mindset with a commitment to personal and professional development