Fintech Customer Service Advisor: Arabic/English - Amman

Job Title:

Fintech Customer Service Advisor: Arabic/English - Amman

Job Description

Key Responsibilities

• Handle incoming customer inquiries via phone, email, chat, or tickets.
• Assist customers with issues related to transactions, payments, account access, and digital wallets.
• Provide clear guidance on fintech products, features, and processes.
• Investigate and resolve customer complaints within defined SLAs.
• Escalate complex or high-risk cases to relevant internal teams (fraud, compliance, technical support).
• Ensure all interactions comply with financial regulations and company policies.
• Maintain accurate records of customer interactions in CRM systems.
• Educate customers on secure usage of fintech platforms and fraud prevention.
• Achieve performance KPIs including quality, CSAT, and response time targets.

Requirements

• Previous experience in customer service (fintech, banking, or telecom preferred).
• Strong communication skills in English (B2 level or higher depending on market).
• Basic understanding of financial services, digital payments, or e-wallet systems is an advantage.
• Ability to handle sensitive financial information with confidentiality.
• Problem-solving and critical thinking skills.
• Ability to work in a fast-paced, target-driven environment.

Preferred Skills

• Experience with fintech platforms (payments, wallets, BNPL, crypto support).
• Familiarity with CRM tools (Salesforce, Zendesk, etc.).
• Fraud awareness and basic compliance understanding.
• Multilingual abilities (depending on market needs).

Work Environment

• Shift-based role (including weekends/holidays depending on operation).
• Performance-driven environment with strict SLAs.
• Customer-facing support role in a regulated fintech setting.

Location:

JOR Amman - 1 Rafiq Al Hariri Ave, Edgo Building, Abdali Boulevard, Amman, Jordan 

Language Requirements:

Time Type:

Full time