Fintech Customer Service Advisor ArabicEnglish Amman

Job Title:

Job Description

• Handle incoming customer inquiries via phone email chat or tickets.
• Assist customers with issues related to transactions payments account access and digital wallets.
• Provide clear guidance on fintech products features and processes.
• Investigate and resolve customer complaints within defined SLAs.
• Escalate complex or high-risk cases to relevant internal teams (fraud compliance technical support).
• Ensure all interactions comply with financial regulations and company policies.
• Maintain accurate records of customer interactions in CRM systems.
• Educate customers on secure usage of fintech platforms and fraud prevention.
• Achieve performance KPIs including quality CSAT and response time targets.

• Previous experience in customer service (fintech banking or telecom preferred).
• Strong communication skills in English (B2 level or higher depending on market).
• Basic understanding of financial services digital payments or e-wallet systems is an advantage.
• Ability to handle sensitive financial information with confidentiality.
• Problem-solving and critical thinking skills.
• Ability to work in a fast-paced target-driven environment.

• Experience with fintech platforms (payments wallets BNPL crypto support).
• Familiarity with CRM tools (Salesforce Zendesk etc.).
• Fraud awareness and basic compliance understanding.
• Multilingual abilities (depending on market needs).

• Shift-based role (including weekends/holidays depending on operation).
• Performance-driven environment with strict SLAs.
• Customer-facing support role in a regulated fintech setting.

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