Client Operations Specialist

This is a remote position.

Work Schedule: Monday to Friday, 6:45 AM – 4:50 PM PH Time

Key Responsibilities:

As a Customer Service Specialist – Credit Support, you will provide critical operational support to channel partners and their customers, ensuring seamless management of payment plan applications from submission to settlement. Your role combines customer service excellence with meticulous process coordination.

Client & Customer Support:

• Deliver timely, friendly assistance to business customers and channel partners throughout the payment plan application process.
  

• Guide stakeholders on documentation (e.g., AML forms, invoices) and resolve queries related to approvals or missing requirements.
  

• Escalate complex issues to internal teams for swift resolution.
  

Channel Partner Support:

• Serve as the primary point of contact for accredited partners regarding application statuses.
  

• Troubleshoot submission errors, missing information, or documentation discrepancies.
  

Application Coordination & Processing:

• Review applications for accuracy and completeness, ensuring compliance with financial and regulatory standards.
  

• Track progress in the CRM, update real-time statuses, and collaborate with credit/settlements teams to expedite approvals.
  

Relationship Management & Communication:

• Maintain professional communication via phone, email, and CRM notes.
  

• Build trust with high-volume partners and repeat customers while meeting SLAs.
  

• Flag recurring issues or feedback to improve processes.
  

Continuous Improvement:

• Stay updated on financial products, compliance changes, and internal systems.
  

• Contribute to FAQs, knowledge bases, and process-mapping sessions to enhance efficiency.
  

Requirements

• Proven experience in customer service or B2B financial support (lending/credit preferred).
  

• Exceptional written and verbal communication skills for client and internal collaboration.
  

• Strong attention to detail to manage sensitive financial documentation accurately.
  

• Proficiency in CRM systems and workflow tools for tracking applications.
  

• Ability to troubleshoot issues independently and propose solutions.
  

• Call center experience is a plus.
  

• Knowledge of financial compliance (e.g., AML, KYC) is advantageous.
  

• Growth mindset with proactive problem-solving in a fast-paced environment.
  

• Demonstrated critical thinking skills and adaptability to learn new processes.