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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong written and verbal communication skills in English and French, with a focus on customer support in regulated environments such as fintech or banking. Capable of process improvement and automation initiatives while maintaining compliance with SOPs and data-protection standards.
Highest-signal resume keywords
Customer Support ExperienceBilingual Communication SkillsProcess ImprovementSOP ComplianceIssue Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportRoot Cause AnalysisProcess AutomationData-Protection StandardsCompliance Procedures
Soft Skills
OrganizedDetail-OrientedEffective CommunicationPrioritization
Tools & Technologies
Ticketing System
Industry Keywords
FintechBankingRegulated Environment
About the role
Key responsibilities & impact- Respond to partner and end-customer inquiries through the designated ticketing system
- Own assigned cases from first contact through resolution within agreed SLAs
- Provide timely follow-up, clear communication, and efficient resolution
- Handle internal escalations and escalate sensitive, high-risk, or complex cases through appropriate channels
- Identify recurring customer issues, contribute to root cause analyses, and recommend operational or product improvements
- Maintain internal knowledge resources, including SOPs and training materials
- Identify opportunities to simplify repetitive tasks and contribute to process improvements and automation initiatives
- Collaborate with CX colleagues, BPO teams, and other internal stakeholders
- Ensure clear handovers and shared ownership of customer outcomes
Requirements
What you’ll need- Strong written and verbal communication skills in English and French
- At least 3 years of experience in customer support
- Experience in fintech, banking, or another regulated environment is a strong plus
- Ability to investigate and resolve customer issues
- Organized and detail-oriented
- Comfortable prioritizing multiple requests
- Interest in process improvement, automation, and scalable processes
- Ability to follow SOPs, security requirements, data-protection standards, and compliance procedures
Benefits
Comp & perks- Flexible/hybrid work arrangement
- Caring and inclusive work environment
- Recruitment process includes opportunities to discuss career expectations and questions