MSME Agent (Micro, Small and Medium Business Support Agent) (Fintech)

TL;DR

MSME Agent (Micro, Small and Medium Business Support Agent) (Fintech): Providing end-to-end support to entrepreneurs and small business clients across chat, phone, email, and other banking channels with an accent on business banking products, regulatory guidance, and complex case resolution. Focus on investigating payment and account issues, coordinating with Product, Operations, Compliance, Risk, Fraud, and Credit teams, and ensuring accurate client communication and documentation.

Location: On-site in Mandaluyong, Philippines

Company

A fintech company providing digital banking products and services for business clients.

What you will do

• Handle support requests from micro and small business clients through chat, phone, email, and other communication channels.
• Explain business accounts, payments, cards, merchant services, payroll, deposits, lending, and digital banking products.
• Investigate complex cases involving failed transactions, complaints, account restrictions, payments, and other non-standard issues.
• Coordinate investigations and resolutions with Product, Operations, Payments, Compliance, Risk, Fraud, Credit, and Back Office teams.
• Provide proactive guidance on requirements, deadlines, restrictions, incidents, and self-service options.
• Document cases accurately in the CRM and escalate fraud, financial crime, regulatory, and data-security risks.

Requirements

• Experience in customer support, banking operations, financial services, business banking, or a related client-service role.
• Knowledge of banking products for micro and small businesses, including payments, transfers, cards, merchant services, deposits, lending, and digital banking.
• Working knowledge of banking, business, KYC, AML, data privacy, and consumer-protection requirements.
• Ability to understand business documentation, identify inconsistencies, and manage cases through final resolution.
• Confidence using CRM, ticketing, knowledge-management, and digital communication systems.
• Strong written and verbal communication skills in English and Tagalog are required.

Culture & Benefits

• Customer-focused environment centered on clear, empathetic, and business-relevant support.
• Cross-functional collaboration with banking, payments, lending, compliance, risk, fraud, technology, and sales teams.
• Emphasis on end-to-end ownership, proactive problem-solving, sound judgment, and continuous learning.
• Performance measured through CSAT, first-contact resolution, response and resolution times, quality, compliance accuracy, and complaint outcomes.