Customer Support Executive

Job Title: Customer Support Representative

Department: Customer Operations

Reports To: Customer Support Manager

Job Summary : We are looking for a Customer Support Representative to assist customers with inquiries related to payday loans, repayments, account management, and general support. The ideal candidate is empathetic, detail-oriented, and comfortable handling sensitive financial conversations while delivering clear, compliant, and friendly service.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or SMS regarding loan applications, payments, extensions, and account status
• Explain loan terms, fees, repayment schedules, and company policies in a clear and compliant manner
• Assist customers experiencing payment difficulties by outlining available options according to company guidelines
• Accurately document customer interactions and update account information in internal systems
• Escalate complex issues, disputes, or complaints to senior support or compliance teams when required
• Follow all regulatory, compliance, and data privacy requirements
• Meet individual and team performance targets (response time, resolution rate, customer satisfaction)
• Maintain a professional, empathetic, and non-judgmental tone in all customer interactions

Required Qualifications

• High school diploma or equivalent (college degree is a plus)
• 1+ year of experience in customer service, call center, or financial services (preferred)
• Strong verbal and written communication skills
• Ability to handle difficult or emotionally charged conversations calmly
• Basic computer skills and comfort using CRM or customer support systems
• Strong attention to detail and ability to follow scripts and compliance guidelines