Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring a Financial Services Specialist to handle customer questions about financial service information, account activity, service options, and request status. The role reviews and documents customer requests, provides factual service explanations, follows up on pending matters, and escalates complex issues to appropriate contacts.
Responsibilities
- Receive customer questions through a queue, calls, emails, and service tickets, then identify the request type and appropriate next action
- Review customer-provided details and available account information for completeness, consistency, and relevance before responding
- Use a support platform such as Freshdesk to open, update, categorize, and track service tickets through resolution
- Use a CRM such as Zoho CRM to review customer interaction history, capture accurate notes, and maintain current contact details
- Provide clear, factual explanations of financial service information, standard service steps, and available self-service resources without offering individualized financial guidance
- Use a contact-center phone system such as Five9 to manage inbound calls, confirm understanding, and summarize agreed next steps
- Research routine status questions by comparing customer details with available system information and established service guidance
- Follow up with customers when information is missing, a response is pending, or additional clarification is needed to continue the request
- Escalate complex, sensitive, or unresolved questions to the customer service team lead or designated specialized operations contact with a concise summary
- Close completed tickets with clear notes, confirm the outcome when appropriate, and identify related questions that may require separate follow-up
- Meet quality expectations through accurate answers, timely turnaround, complete notes, appropriate follow-up, and thoughtful escalation
Skills
- High school diploma or equivalent
- Knowledge of common financial service terminology, account activity, service request workflows, and customer support practices
- Ability to use a contact-center phone system such as Five9 for professional inbound customer conversations
- Skill in reviewing information carefully, comparing details across systems, and explaining service steps in plain language
- Ability to maintain discretion when handling customer information and to use sound judgment when routing sensitive matters
- Clear verbal and written communication skills for customers, team members, and specialized operations contacts
- Authorization to work in the United States
- About 1-2 years of customer-facing financial services, administrative support, or related experience preferred
- Familiarity with a CRM such as Zoho CRM and a support platform such as Freshdesk preferred
Benefits
- Fully remote work from a dedicated home workspace in New Mexico, United States.
- Structured onboarding and training on a CRM such as Zoho CRM, a support platform such as Freshdesk, and a contact-center phone system such as Five9.
- Regular check-ins with the customer service team lead to support priorities, learning, and consistent service practices.
- Experience that builds financial service knowledge, customer communication, service ticket handling, and issue evaluation skills.
- Health coverage
- Paid leave
- Maternity leave
- Bonus opportunities
- Stipends
Company Overview