Fintech Client Support Representative at Zact

Position Overview

We’re seeking a Client Support Representative who will be the first line of support for our clients. This role is critical in ensuring a seamless experience by handling incoming phone calls and support tickets with urgency and care. You’ll also assist with daily operational reports and play a key role in identifying and escalating high-priority issues such as card declines, account access issues, and fraud.

Key Responsibilities

• Serve as the primary point of contact for client phone support and incoming support tickets.
• Respond to client inquiries with professionalism, empathy, and a strong sense of urgency.
• Investigate and resolve issues related to card declines, account access, transaction errors, and general troubleshooting.
• Monitor and review daily reports including fraud activity and card inventory.
• Escalate critical issues promptly to internal teams and follow through to resolution.
• Document client interactions and resolutions accurately in the support system.
• Collaborate with internal departments to ensure client satisfaction and issue resolution.
• Continuously look for ways to improve the client support experience.
• Operate within a green screen (terminal-based) environment to efficiently navigate account data, execute service commands, and resolve client inquiries related to commercial card programs

Qualifications

• 1–3 years of experience in customer support, preferably in fintech, banking, or SaaS; experience with commercial card programs is a plus.
• Previous call center experience is strongly preferred.
• Strong communication skills, both verbal and written.
• Ability to prioritize and respond quickly to urgent client issues.
• Comfortable working with support ticketing systems and phone support tools, especially Zendesk.
• Detail-oriented with strong organizational and reporting skills.
• Familiarity with commercial card programs, expense management, or financial operations is a plus.

What We Offer

• Opportunity to grow within a fast-paced fintech environment
• Supportive team culture focused on client success and innovation
• Training and development opportunities