Siti F.
Mid-Level Fintech Customer Service Specialist
Open to offersNew to PlatformAbout
Siti F. is a seasoned Customer Service Representative with over six years of comprehensive experience in the fintech and remittance sectors, based in Jakarta, Indonesia. She specializes in providing multi-channel customer support through chat, email, and voice, addressing both B2B and B2C client needs. Siti excels in managing complex cases such as fraud investigations and cross-border transaction disputes, maintaining impressive metrics including a CSAT score of 83% and an 80% ticket coverage productivity rate. Her role at PT. Indo Koala Remittance involves coordinating with business partners to ensure successful cross-border money transfers while adhering to compliance training in anti-money laundering. Additionally, Siti has contributed to operational excellence at PT. PG Berjangka by developing SOPs and conducting agent coaching. She frequently communicates with international banking partners and has achieved recognition for her performance throughout her customer service and quality assurance tenures. Siti possesses strong investigation skills, multi-channel support expertise, and proficiency in KPI management.
Experience
Customer Service Representative (B2B & B2C Support)
PT. Indo Koala Remittance (Transfez) · 2022 — 2026Provided multi-channel customer support, which included chat, email, and voice, across B2B and B2C segments. Addressed over 30 inquiries daily and collaborated with more than 5 business partners. Ensured an 85% transaction completion rate for cross-border transfers by securing necessary documentation and following up with partners. Achieved 80% productivity in ticket coverage and maintained an 83% CSAT while managing multiple internal escalations. Conducted investigations into complex cases, such as suspected fraud and duplicate transactions, liaising with partner banks and customers. Developed shared response templates and transaction-tracking tools adopted by the team to improve response efficiency. Engaged in English communication for more than 30% of daily interactions with international stakeholders and completed APU-PPT anti-money laundering compliance training.Quality Assurance
PT. PG Berjangka (Pluang) · 2021 — 2022Advanced from the role of Customer Service Representative to create Pluang’s initial customer service SOP and managed monthly updates to the knowledge base. Provided coaching to three lower-performing agents monthly through structured review sessions and conducted weekly ad hoc case reviews to enhance response accuracy for Level 1 email and chat teams. Maintained quality assurance standards, achieving an 80% QA score, 83% CSAT, and 85% SLA while guiding new agents through onboarding processes.Customer Service Representative
PT. PG Berjangka (Pluang) · 2019 — 2021Handled complex complaints and inquiries through email, outbound calls, and chat. Acted as a liaison between the customer experience team and various departments for escalations and analytical case resolutions, supporting both Level 1 and Level 2 teams.Cashier & Store Operational Admin
PT Smart Multi Finance · 2018 — 2019Managed front-line cashier responsibilities, overseeing customer transactions, cash flow, and payment follow-ups. Assisted with store operational administration, which included petty cash management, licensing, and the preparation of daily financial reports.
Skills & Expertise
Education
- Bachelor of Education in MathematicsUniversitas Islam Negeri Syarif Hidayatullah · 2010 — 2017
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