General Information

Location
Pasig Ayala 30th
Job ID
12745
Job Category
Customer Service Representative (CSR)
Language Requirement
English

Description & requirements

Description
Transcom is looking for talented individuals like you to join our awesome team! Be a Customer Service Representative (CSR)- Advanced Support Specialist for our Transcom Pasig- Ayala 30th site. This role will focus on driving customer satisfaction by fielding inquiries, addressing pain points and maintaining extensive product knowledge.

Join our Transcom Family as a Customer Service Representative (CSR)- Advanced Support Specialist 

The role serves as the tier 3, the highest level of customer support escalation, resolving the organization's most complex, sensitive, and high-impact customer cases. Working exclusively through chat and email, this role manages issues involving money movement, account integrity, identity verification, fraud prevention, compliance, and reputational risk within a highly regulated financial services environment. 

This is a decision-making role requiring sound judgment, strong analytical skills, and the ability to independently own cases from initial investigation through final resolution. Successful candidates know when to make decisions within their authority and when to escalate issues appropriately.


Key Responsibilities 
  • Own and resolve the most complex customer cases that cannot be completed by Tier 1 or Tier 2 support teams. 
  • Investigate and resolve escalated issues with accuracy, urgency, professionalism, and customer focus. 
  • Execute account and transaction actions within established authority limits, including: 
    • Savings transactions and check-related requests 
    • Investment account closures 
    • ACH corrections 
    • Fee refunds 
    • Account credits 
  • Verify customer identities using approved verification methods, including Persona and other internal tools. 
  • Identify fraudulent activity, detect suspicious or falsified documentation, and review compliance-flagged accounts. 
  • Process extended fraud alerts, tax documentation requests, and duplicate account investigations. 
  • Handle highly sensitive customer interactions, including: 
    • Executive escalations 
    • Press and social media inquiries 
    • Communication cessation requests 
    • Reports involving customer safety or harmful threats 
  • Apply company policies consistently while exercising sound judgment in non-standard situations. 
  • Escalate cases appropriately when they exceed defined authority or require specialized review. 
  • Collaborate with cross-functional partners to ensure timely and accurate case resolution. 
  • Clearly communicate case context, investigation findings, and recommended actions to internal stakeholders. 
  • Maintain complete, accurate, and audit-ready documentation for every customer interaction and resolution. 
  • Navigate multiple internal systems and support tools efficiently while adapting to evolving products, processes, and regulatory requirements.

Required Qualifications 
  • Minimum of 2 years of customer support experience, including handling escalated or complex customer cases. 
  • C2-level English proficiency with exceptional written communication skills, as all customer interactions are conducted through chat and email. 
  • Strong critical thinking and decision-making skills with the ability to independently manage ambiguous situations. 
  • Excellent cross-functional communication skills, with the ability to effectively partner with specialized internal teams. 
  • High attention to detail and commitment to accurate documentation in a regulated environment. 
  • Proven ability to remain calm, empathetic, and solution-oriented during challenging customer interactions. 
  • Ability to manage a high-volume caseload while maintaining quality, productivity, and service standards. 
  • Reliable attendance and flexibility to support varying schedules as business needs require. 

Preferred Qualifications 
  • Experience in banking, financial services, fintech, or another regulated industry. 
  • Knowledge of compliance-focused processes, including identity verification, fraud prevention, KYC, or account review workflows. 
  • Experience using CRM, ticketing, or case management platforms. 
  • Demonstrated ability to quickly learn and navigate proprietary systems and internal tools. 

Key Competencies 
  • Decision Making 
  • Critical Thinking 
  • Risk Assessment 
  • Fraud Awareness 
  • Customer Advocacy 
  • Written Communication 
  • Attention to Detail 
  • Cross-functional Collaboration 
  • Problem Solving 
  • Time Management 
  • Adaptability 
  • Professional Judgment 

Success in This Role 
Successful Tier 3 Advanced Support Specialists demonstrate exceptional ownership, confidently resolve high-risk customer issues within their authority, communicate effectively with internal stakeholders, maintain rigorous documentation standards, and consistently deliver thoughtful, compliant, and customer-focused resolutions in a fast-paced financial services environment.


What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 


  • Day 1 HMO

  • Meal & Transportation Allowance

  • Rice Subsidy

  • Clothing Allowance

  • 24/7 Teleconsult

  • Free Psychologist Consultation

  • In-house & Online Pharmacy

  • Scholarship Program

  • Retirement Fund

  • Free Meal & Medicine (through Transcom’s Tap Card Rewards)

  • Loyalty Incentives

  • Accidental & Life Insurance

  • Free Shuttle Service


What Life at Transcom is like

At Transcom, we’re relentlessly committed- to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.


We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.


Note: We'd like to remind everyone to have their pre-employment documents ready (such as SSS, Pag-ibig, TIN, etc.) prior to your start date with Transcom.