Customer Service Specialist - Credit Card

About Us

MetaComp Pte Ltd is a leading Singapore-based digital payment solution provider, licensed and regulated by the Monetary Authority of Singapore (MAS) as a Major Payment Institution, to provide Digital Payment Token Services and Cross-border Payment Transfers. Operating under a P2B2C (platform-to-business, partners-to-clients) model, MetaComp provides its clients with an integrated end-to-end suite of services, empowering them to confidently enter the digital asset market with much-needed safety, security, and compliance assurance. Together with its parent company, Metaverse Green Exchange Pte. Ltd. (a MAS-licensed CMS holder permitted to carry out, inter alia, brokerage and custody services), MetaComp introduces its suite of services through CAMP (Client Assets Management Platform) which allow businesses to develop and scale their digital asset offerings through various products and/or services such as over-the-counter transactions, fiat payments, digital asset custody and prime brokerage.

Role Overview

We are seeking a customer-focused and detail-oriented Customer Service Executive to support our card products (debit, credit, or prepaid). This role will handle day-to-day customer enquiries, resolve card-related issues, and ensure a seamless and secure customer experience across all card services.

Key Responsibilities

Customer Support & Issue Resolution

• Handle inbound and outbound customer enquiries via phone, email, and chat channels
• Resolve card-related issues including transactions, declined payments, disputes, and fraud concerns
• Provide accurate information on card features, usage, fees, and policies
• Ensure timely resolution of customer complaints in line with service level agreements (SLAs)

Card Operations Support

• Assist with card activation, blocking/unblocking, and replacement requests
• Support transaction verification and customer authentication processes
• Liaise with internal teams to investigate and resolve transaction discrepancies
• Monitor and escalate suspicious or potentially fraudulent activities

Dispute & Fraud Handling

• Guide customers through dispute and chargeback processes
• Collect and verify required documentation for dispute cases
• Work closely with Risk, Fraud, and Operations teams on case investigations
• Ensure proper tracking and closure of dispute cases

Customer Experience & Retention

• Deliver a high standard of customer service and maintain strong customer satisfaction
• Identify opportunities to improve customer experience and processes
• Educate customers on card security best practices and digital features

Compliance & Controls

• Adhere to internal policies, regulatory requirements, and data protection standards
• Follow proper authentication and verification procedures for all customer interactions
• Maintain accurate records of all customer communications and actions taken

Requirements

• Diploma or Bachelor's degree in Business, Finance, or related field
• 1–3 years of experience in customer service, preferably in banking, cards, or payments
• Familiarity with card products (credit, debit, prepaid) and transaction flows
• Strong communication and interpersonal skills
• Ability to handle high volumes of enquiries in a fast-paced environment
• Good problem-solving skills and attention to detail

Preferred Qualifications

• Experience in card operations, disputes, or fraud handling
• Knowledge of payment networks (e.g., Visa, Mastercard) and chargeback processes
• Experience using CRM or ticketing systems

We are committed to creating an inclusive workplace where every individual feels respected, valued, and empowered to contribute. We celebrate diversity in all its forms—background, ethnicity, gender, identity, orientation, experience, and thought—and believe it strengthens our culture and our work. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, or any other protected characteristic.