Representative II, Client Contact (Fintech)

Location: Manila, Philippines; hybrid work setup with shift-based operations, including possible nights, weekends, or on-call support.

Company

hirify.global provides fintech solutions for banking and financial services markets.

What you will do

• Serve as the first point of contact for technical and operational issues affecting banking and financial services platforms.
• Receive, log, categorize, and prioritize client and internal cases according to impact, urgency, and SLA requirements.
• Investigate issues, perform initial troubleshooting, and resolve cases within Level 1 scope.
• Escalate issues through defined paths and timelines while owning cases through resolution.
• Provide clear and timely updates to clients and internal stakeholders throughout the case lifecycle.

Requirements

• Experience in banking, financial services, fintech, payments support, technical support, or helpdesk roles.
• Strong understanding of case handling, ticket queues, SLAs, and aging management.
• Clear written and verbal communication skills for client-facing interactions.
• High attention to detail and ability to follow processes, controls, escalation paths, and documentation standards.
• Comfort working in regulated, client-facing environments and shift-based operations.

Culture & Benefits

• Flexible and creative work environment.
• Diverse and collaborative atmosphere.
• Professional and personal development resources.
• Opportunities to volunteer and support charitable initiatives.
• Competitive salary and benefits.