Customer Support Executive

About the Company

Finvasia is a global, multi-disciplinary enterprise leveraging engineering and technology to

innovate across financial services, technology, healthcare, blockchain, and real estate. Over

the last 13+ years, Finvasia has served 5+ million clients across 190+ countries, transacting

trillions of USD in value through its ecosystem of 10+ global brands.

OneVault, a Finvasia brand, is a modern financial institution operating under an Electronic

Money Institution (EMI) license. It enables customers to send, receive, and hold multiple

currencies through a single secure app—offering IBAN accounts, SEPA/SWIFT transfers, card

issuance, and currency exchange. OneVault is designed for cross-border trade, international

clients, startups, and SMEs, combining regulatory compliance with flexibility and innovation.

Role Overview

We are seeking a Customer Support Executive with a strong customer-first mindset and fintech experience. This role involves direct interaction with high-value and international clients, ensuring seamless support across all service touchpoints while maintaining regulatory and service excellence.

Key Responsibilities

• Respond to customer inquiries via email, phone, and chat in a timely, professional, and empathetic manner

• Resolve issues related to account access, transactions, IBANs, EMI services, and payments

• Maintain accurate documentation of customer interactions, resolutions, and follow-ups in CRM systems

• Collaborate closely with Compliance, Operations, and Technical teams to address customer concerns

• Ensure adherence to regulatory, AML, and data protection standards in all communications

• Identify recurring issues and provide feedback to improve support processes and tools

• Deliver a consistently high-quality experience for international and HNI clients

Requirements & Skills

• Bachelor's degree or equivalent professional experience

• 3+ years of experience in Customer Support, preferably in Fintech / Financial Services

• Strong verbal and written communication skills (mandatory due to direct HNI and global client interaction)

• Ability to explain complex fintech concepts clearly and confidently

• Familiarity with EMI operations, digital payments, IBAN, SEPA, and SWIFT transfers

• Strong problem-solving skills with high attention to detail

• Proficiency in CRM systems and customer support tools

• Ability to work in a fast-paced, regulated, and shift-based environment

• High level of professionalism, discretion, and customer empathy

What We Offer

• Competitive salary with performance-linked incentives

• Exposure to global fintech products and international clients

• Strong career growth and learning opportunities

• Collaborative, inclusive, and professional work culture • Opportunity to work across multiple brands, technologies, and geographies