financial Operations analyst (customer agent)The Back Room

Want to be part of a community that focuses on work-life balance, provides competitive salary and fantastic opportunities?The Backroom Offshoring Inc. is a KPO company experiencing strong dynamic growth and we want you to be part of it!Located at One West Aeropark in Clark Pampanga, a world-class building with top facilities, a conducive work environment is guaranteed!Key Responsibilities
Customer Account Handling
o Execute standardized step-by-step processes for merchant account activities, including cancellations, settlements, and terminal returns.
o Use internal systems to validate account details, update statuses, and action requests.
o Ensure accurate logging and case updates in HubSpot or equivalent CRM tools.
Settlements & Agreements
o Process early termination requests by coordinating with billing agents.
o Ensure all settlement invoices and payments are tracked and closed correctly.
Merchant Account Cancellations
o Coordinate with external partners and internal invoicing teams.
o Ensure compliance with the 30-day notice period and all escalation protocols.
Customer Queries & Complaints
o Respond to customer queries regarding agreements, rates, settlements, and account closures.
o Support retention efforts by escalating high-value merchants to Account Managers.
Operational Excellence
o Maintain strict adherence to established workflows, templates, and timelines.
o Accurately document case progress, communications, and outcomes.
o Ensure compliance with internal policies and regulatory obligations.Key Skills & Qualifications
Previous experience in Customer Support, with exposure to Financial Operations preferred.
Strong attention to detail and ability to follow standardized procedures with accuracy.
Excellent written and verbal communication skills, with a customer-first mindset.
Ability to manage multiple tasks and cases simultaneously within set timelines.
Familiarity with CRM systems (e.g., HubSpot, Salesforce).
Problem-solving skills with the ability to recognize when escalation is needed.
Core Perks and Benefits:
HMO on your first day + Free coverage for 2 dependents on your 2nd year
Government-mandated benefits
20 Annual Leave Credits
13th-month pay
Birthday Leave
Bereavement Leave
Work Set-up:
Work from home set up
This position is exclusively open to Philippine citizens currently living in the Philippines. While remote work offers flexibility, please note that this role requires adherence to local regulations, making it suitable only for those based in the Philippines. We appreciate your understanding and look forward to receiving applications from qualified candidates who meet these criteria.Onsite/Hybrid employee additional benefits:
Travel Subsidy Allowance
Free staff house accommodation (for those within a certain distance)
Free Shuttle service
Free Lunch
Free Uniform
Perfect attendance bonus
Additional benefits/perks to all employees:
Onboarding training
Monthly employee engagement
Birthday Gift
Weekly treats
Christmas Hamper
Anniversary Gift
Opportunity to travel
Know someone who'd be perfect for this role? Refer them to us through the link below and get rewarded via Gcash for every successful hire:
Grad trainees, junior, entry-level, and admin positions: PHP 3,000
Intermediate positions: PHP 5,000
Senior and hard-to-fill positions: PHP 8,000
Send them our way, and let's win together!Check our website to see more:And our Facebook page if you want more:And here's the link to our Glassdoor page, where you can see what our team members have to say about us:Get the word out!
The Back Room

Philippines
Permanent
Full-time