About the role
Customer Service Agent — Job Description (Fintech)
Sep 18, 2026 ·
About the role
As a Customer Service Agent, you are the first point of contact for our customers — helping them with payments, accounts, cards, KYC verification, and everything in between. In fintech, support means handling people's money and their trust, so accuracy and empathy matter equally. You'll resolve queries across chat, email, and phone, work closely with compliance and operations teams, and turn recurring customer pain points into product feedback. This role suits someone who stays calm under pressure, is precise with details, and is curious about how financial products work.
Key responsibilities
● Respond to customer queries across chat, email, and phone within agreed SLAs, maintaining a high first-contact resolution rate
● Resolve issues related to payments, transfers, card transactions, account access, and onboarding/KYC verification
● Follow compliance, data privacy, and security protocols in every interaction (identity verification before account changes, no sharing of sensitive data)
● Share recurring customer pain points with product and engineering teams to improve the customer experience
● Meet individual and team targets on response time, resolution time, CSAT, and quality scores
Required qualifications
● 1–3 years of customer service experience, ideally in fintech, banking, payments, or another regulated industry
● Excellent written and verbal communication in English; able to explain financial concepts in plain language
● Strong attention to detail and sound judgment when handling sensitive account and payment issues
● Comfortable working with ticketing/CRM tools (e.g., Zendesk, Freshdesk, Intercom) and learning internal systems quickly
● Ability to stay composed and empathetic with frustrated customers, including in money-loss situations
● Understanding of (or willingness to quickly learn) KYC/AML basics, data privacy, and secure-handling practices
● Flexibility to work in rotational shifts, including weekends or holidays where required
● Bachelor's degree or equivalent practical experience
Preferred qualifications
● Prior experience at a fintech, neobank, payments company, or digital lending platform
● Familiarity with payment rails and concepts such as UPI, card networks, chargebacks, and settlement cycles
● Experience with quality frameworks, macros/automation, or chatbot escalation flows
● Exposure to fraud, disputes, or compliance escalation processes
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