Job overview

Provide high-level customer support for digital financial products, helping customers resolve complex issues involving payments, accounts, transfers, verification, and financial transactions. This role combines customer service expertise with strong fintech knowledge and analytical problem-solving.

Key Responsibilities

• Manage complex customer enquiries across digital banking, payments, wallets, and financial technology products.
• Investigate failed transactions, delayed payments, account discrepancies, refunds, and transfer issues.
• Analyze transaction histories and internal system information to identify root causes.
• Handle escalated customer cases requiring coordination with payments, engineering, compliance, and operations teams.
• Explain financial products, transaction processes, fees, account procedures, and technical issues clearly to customers.
• Monitor recurring customer problems and identify opportunities to improve products and service processes.
• Maintain accurate case documentation and ensure timely resolution within established service-level agreements.
• Support customer verification and account-security procedures in accordance with internal controls.
• Identify suspicious or unusual customer activity and escalate cases through appropriate internal channels.
• Contribute to knowledge-base articles, customer-service procedures, and continuous improvement initiatives.

Candidate Profile

• 4+ years of customer service or customer experience experience, preferably in fintech, banking, payments, or financial services.
• Strong understanding of digital financial products and transaction workflows.
• Excellent analytical, communication, and problem-solving abilities.
• Experience working with CRM, ticketing, and customer-support platforms.
• Ability to interpret transaction information and investigate complex cases.
• Strong attention to detail and ability to manage sensitive customer information professionally.
• Fluency in English; Estonian or another European language is an advantage.

Are you interested in this position?

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