Case Management Lead (Fintech)

Location: NCR - WGC, Philippines

Company

hirify.global operates GCash, a fintech platform providing financial solutions for Filipinos.

What you will do

• Manage escalated high-priority and complex customer cases handled by vendor teams.
• Prevent escalations by identifying potential issues and addressing them proactively.
• Conduct root cause analysis for recurring or complex cases and collaborate with incident and problem management teams on systemic solutions.
• Maintain case documentation, track metrics, and prepare reports on trends, outcomes, and improvement areas.
• Improve case resolution processes, implement best practices, and mentor vendor teams.
• Monitor customer feedback and take corrective action when case handling results in dissatisfaction.

Requirements

• Strong background in customer service and communication.
• Empathetic, people-focused, detail-oriented, and committed to exceptional customer journeys.
• Experience handling complex cases, escalations, case data, and customer feedback.
• Ability to conduct root cause analysis and propose process improvements.

Culture & Benefits

• Career growth and development opportunities.
• Collaborative work with a team focused on improving financial services.
• Competitive and flexible compensation and benefits package.