Customer Support Associate- Fintech

Project Overview:
Developed and managed a customer support for a FinTech, focusing on delivering seamless financial service experiences through multi-channel customer support. The project aimed to simulate how modern digital banks handle customer queries, transaction issues, and account-related support efficiently while maintaining high service standards.

Objectives:

• Provide fast and accurate resolution of customer issues related to digital banking services.
• Ensure smooth customer interaction across calls, emails, and live chat channels.
• Maintain structured records of customer interactions for operational transparency.
• Enhance customer satisfaction through proactive problem-solving and service excellence.

Key Responsibilities

• Handled customer queries related to FinTech services such as digital payments, transfers, account access, and transaction issues.
• Responded to customer requests through multiple communication channels (calls, email, and live chat).
• Investigated and resolved issues including failed transactions, account verification problems, and payment delays.
• Maintained detailed documentation of customer interactions and service resolutions in the CRM system.
• Collaborated with internal teams (technical, compliance, and payment operations) to ensure efficient issue resolution.
• Followed customer-first service principles of digital banking support model.

Work Location: In person