Customer Support / Account Services Officer at HelloMe Limited

About the Role

• We are seeking a dedicated, customer-focused, and highly professional Customer Support / Account Services Officer to join our growing cross-border FinTech team. In this role, you will serve as the primary point of contact for customers, ensuring a seamless experience throughout their journey on our digital payment, remittance, virtual account, and wallet platforms.
• The successful candidate will be responsible for handling customer onboarding, account activation, transaction inquiries, payment status updates, receipt confirmations, compliance-related checks, and KYC support. You will play a critical role in helping customers understand and successfully use our financial products while ensuring adherence to regulatory and operational requirements.
• As a Customer Support / Account Services Officer, you will work closely with the Operations, Compliance, Product, Technology, and Finance teams to resolve customer concerns, facilitate smooth transaction processing, and maintain high levels of customer satisfaction. Your ability to communicate clearly, provide accurate information, and efficiently resolve issues will directly contribute to customer trust, retention, and business growth.
• The ideal candidate should possess strong knowledge of customer service operations within the banking, payments, remittance, or FinTech industry and demonstrate excellent communication, problem-solving, and relationship management skills.
• This is an exciting opportunity to contribute to a fast-growing cross-border FinTech company that empowers individuals and businesses to transact seamlessly across international markets while maintaining the highest standards of customer experience, compliance, and operational excellence.

Key Responsibilities

Customer Onboarding & Account Services

• Guide new customers through the onboarding and account activation process.
• Assist customers with account registration, profile updates, account verification, and account-related inquiries.
• Support customers with Know Your Customer (KYC) requirements and documentation submissions.
• Review onboarding documentation and escalate incomplete or suspicious applications to the Compliance Team.
• Educate customers on company products, services, transaction processes, and platform features.

Customer Support & Relationship Management

• Deliver exceptional customer service through phone calls, emails, live chat, social media, and other communication channels.
• Respond promptly and professionally to customer inquiries, complaints, and service requests.
• Build and maintain strong customer relationships by providing personalized and solution-oriented support.
• Maintain a positive, empathetic, and professional attitude when handling customer concerns.
• Ensure all customer interactions are documented accurately within the CRM or ticketing system.

Transaction Support & Payment Services

• Assist customers with transaction status inquiries, payment confirmations, receipt requests, and account-related investigations.
• Monitor and follow up on pending, failed, delayed, or disputed transactions.
• Liaise with internal departments and payment partners to resolve transaction-related issues.
• Support customers with cross-border transfers, wallet funding, withdrawals, virtual accounts, and remittance services.
• Provide timely updates to customers regarding transaction progress and resolutions.

Compliance & KYC Support

• Assist customers in completing KYC and account verification requirements.
• Conduct preliminary compliance checks and escalate suspicious activities or documentation concerns to the Compliance Team.
• Ensure customer information is collected, verified, and maintained in accordance with company policies and regulatory requirements.
• Support AML, KYC, and customer due diligence processes as required.
• Maintain strict confidentiality and data privacy standards when handling customer information.

Customer Experience & Service Improvement

• Gather customer feedback and identify trends, recurring issues, and opportunities for service improvement.
• Participate in customer satisfaction surveys and service quality initiatives.
• Collaborate with Product, Operations, and Technology teams to improve customer experience and platform usability.
• Identify opportunities to cross-sell and educate customers on additional company products and services.
• Contribute to the development and improvement of customer support processes, knowledge bases, and FAQs.

Administrative & Reporting Responsibilities

• Maintain accurate records of customer interactions, complaints, resolutions, and follow-up activities.
• Prepare reports on customer service performance, customer complaints, onboarding activities, and transaction support cases.
• Track service-level agreements (SLAs) and ensure timely resolution of customer requests.
• Support audits, compliance reviews, and operational reporting requirements.
• Perform any other duties and responsibilities as may be assigned by Management.

Requirements & Qualifications

Education & Experience

• Minimum of a Bachelor's Degree in Business Administration, Finance, Banking, Economics, Marketing, Mass Communication, Customer Service Management, or a related field.
• Minimum of 2–4 years of experience in Customer Support, Account Services, Customer Success, Banking Operations, Digital Banking, Remittance Services, or FinTech.
• Experience working within a cross-border payments, remittance, digital wallet, or financial services environment is highly desirable.
• Prior experience handling KYC verification, customer onboarding, and transaction support is an added advantage.

Technical Knowledge

• Good understanding of banking operations, payment systems, remittance services, and digital financial products.
• Knowledge of customer onboarding processes, account verification, KYC, AML, and compliance requirements.
• Familiarity with CRM systems, ticketing platforms, and customer support software.
• Understanding of transaction lifecycle management, payment processing, and reconciliation processes.
• Proficiency in Microsoft Office Suite, Google Workspace, and digital communication tools.

Skills & Competencies

• Excellent verbal and written communication skills.
• Clear speaking voice, professional intonation, and strong telephone etiquette.
• Strong customer service and relationship management skills.
• Ability to handle customer complaints professionally and effectively.
• Excellent problem-solving and conflict-resolution abilities.
• Strong attention to detail and accuracy.
• Ability to multitask and manage multiple customer inquiries simultaneously.
• Strong organisational and time management skills.
• High level of integrity, professionalism, and confidentiality.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong analytical thinking and decision-making capabilities.
• Customer-centric mindset with a commitment to delivering exceptional service.
• Must be willing to work on weekly rotational shifts schedule as allocated.

Personal Attributes

• Empathetic, patient, and approachable.
• Self-motivated and proactive.
• Highly dependable and accountable.
• Adaptable to changing business needs and regulatory requirements.
• Positive attitude and willingness to learn.
• Results-oriented with a strong commitment to customer satisfaction and service excellence.