Company Overview

The organisation operates within the financial technology sector, supporting digital financial services and online transaction experiences. Its customer operations team helps users understand platform processes, navigate account features, and obtain assistance with routine payment-related enquiries while following established security and compliance procedures.

Role Summary

The Fintech Chat Support Specialist will provide online assistance to customers using digital financial products and services. The role involves responding to account and transaction enquiries, explaining platform procedures, supporting onboarding activities, and escalating sensitive or technically complex cases to the appropriate teams.

The ideal candidate combines strong customer communication skills with an understanding of digital payments, financial service workflows, and responsible handling of customer information.

Key Responsibilities

• Handle incoming live chat enquiries concerning account access, transaction status, payment procedures, and platform functionality.

• Explain routine account verification and onboarding requirements using approved guidance.

• Assist customers with basic troubleshooting and navigation of digital financial services.

• Review available case information to provide accurate responses within authorised access limits.

• Escalate suspected fraudulent activity, disputed transactions, security concerns, and unresolved payment issues to specialist teams.

• Maintain complete and accurate records of customer conversations and case outcomes.

• Follow identity verification procedures before discussing protected account information.

• Apply internal policies relating to customer confidentiality, data protection, and financial service compliance.

• Monitor open cases and communicate updates when additional investigation is required.

• Share recurring customer concerns with product, payments, and operations teams.

• Contribute to internal knowledge-base articles and standard responses for common financial service enquiries.

Requirements and Qualifications

• Diploma or bachelor’s degree in Finance, Business Administration, Banking, Communications, or a related discipline is beneficial.

• Experience in fintech support, digital banking, payment operations, or customer service is an advantage.

• Strong written English and professional customer communication skills.

• Understanding of digital payments, account verification, and basic transaction workflows.

• Familiarity with CRM platforms, ticketing systems, and online customer support tools.

• Strong attention to detail and the ability to follow documented procedures.

• Awareness of customer data protection, identity verification, and security escalation practices.

• Ability to manage sensitive enquiries without making unauthorised account changes or unsupported promises.

• Comfortable working independently and collaborating with distributed teams.

Benefits

• Remote working opportunity within Estonia.

• Exposure to digital payments and financial technology operations.

• Opportunities to develop specialist knowledge in fintech customer support.

• Collaboration with customer operations, payments, and technical support teams.

• Professional development through structured procedures and ongoing product training.

Application Instructions

Interested candidates should submit an up-to-date CV outlining relevant customer service experience, financial technology knowledge, and familiarity with digital support systems.

Please apply through the designated recruitment channel and follow the stated submission requirements.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

#JobsHubEstonia #GlobalRecruitment
#CareerOpportunities #HiringNow
#JobSeekersNetwork #EstoniaJobs
#RecruitmentServices #EmploymentPortal.