Good to Great: Who Are the Best Supporters for Fintech?

For our new story about the best supporters and how to find them, we focused on customer support for the fintech industry. A rapidly developing, intriguing, and demanding industry, where skilled specialists can truly shine. And today, we’re giving the floor to Daniil, our manager at a fintech project, who knows best both about consultants and their challenges and about clients and what they are looking for.

The fintech industry is on the rise now. New areas, startups, projects appear constantly, and they are all versatile. It may include banking, e-commerce-related projects, investments, crypto — a whole range of various branches with different specifications. However, there is something they all have in common — they are complex, demanding, and handle large sums of money, which creates a need for high-quality customer support. 

At SupportYourApp, we have experience with several fintech projects, mine specifically  has to do with blockchain and crypto trading. The crypto industry is a relatively new domain for us, presenting complex challenges, and our customers need their requests to be resolved quickly and effectively. To accomplish that, we want our consultants to meet two main requirements. 

Background Is Crucial

Our ideal consultant certainly has crypto-related or financial experience. Given the rarity of crypto experts, people with knowledge of stock exchange or traditional banking systems are highly valued. I personally made good use of my experience in Banking-as-a-Service support, as the crypto industry uses a similar framework as a traditional banking system.

As for hard skills, this is a place where math geeks shine. We work with numbers and payments. Our agents need to calculate percentage fees, perform math operations, and do it quickly and accurately, as our customers’ money is at stake. 

Customer Service Experience

An ideal agent for fintech projects should be an excellent support consultant in the first place. It means, their essential skills include active communication, active listening, adjustability, patience, openness, and honesty. This portrait is similar to any area of customer support. We have to deal with actual users and the entire spectrum of their emotions. They can be extraordinarily demanding, prone to anger, and often harsh in their responses. Our customers reach out to us about issues directly connected with their trading funds, and consultants should be ready to accept their request and help them the best way possible. 

Although, the customer service experience that we look for may not be connected to the traditional tech support. We welcome people who have a background in hospitality, tourism, or healthcare, as this gives a great experience in assisting people. Even though they may not have faced chats, phone calls and CRM-systems, they bring valuable communication skills to the table, particularly when it comes to handling demanding customers.

Fintech may not be ideally suited for newcomers in customer support. It doesn’t mean we can’t give them a chance, but it will undoubtedly present a challenge. Our people need to be resilient, responsible, and skilled. If a candidate lacks relevant experience, they should thoroughly estimate their determination.

Details That Make It or Break It

During the interview, we want to know as much as possible about a candidate’s previous experience. We ask about their prior responsibilities, KPI’s, how good they are at multitasking, how they deal with difficult clients, how they communicate, search for information, resolve cases, and so on. These details are crucial for a good hiring decision. We work with a sensitive industry, and if a consultant does not resolve requests effectively or doesn’t deliver precise information, their customer might lose money. That means, we can’t deliver anything less but perfection.

A candidate can be asked some personal questions, for example, about leisure activities. And here’s why: we often see good results from people who are into sports or gaming. These applicants tend to be competitive, have quick reactions, can adapt swiftly to new circumstances, and perform well under pressure. 

A lack of university degree, on the contrary, will hardly ever become a dealbreaker. 

In the fintech support, we are looking not so much for academic knowledge, as for common sense and logical thinking. It is something that we can test during an interview. Here’s an example — a candidate gets a question, “How many rabbits would fit into the bus?”. There can only be one wrong answer to this question, and it is “I don’t know”. It is a quick test aimed to check the way a person would resolve a nonstandard request and what approach they would use to do it. But if a candidate doesn’t even try to find an answer — it is an automatic failure. 

Tips From SupportYourApp 

As we speak of perfect support consultants, not just at the fintech industry, but at any project at SupportYourApp — we want to see confident people. If an agent is able to present themselves during an interview first, and to show their best job later, we know they would be great at representing a project for customers.

Another crucial detail, or even a skill, as it can certainly be developed, is the ability to think outside the box and act in unexpected circumstances. In customer support, and fintech support is a bright example here, you can’t have everything scripted. A lot of requests require research, investigation, and unconventional solutions. A proficient support consultant can navigate such situations with nothing but a smile.

To finish up, there is one quality we always look for, which can be quite easily comprehended, but not so easily described — a progressive mindset. What we need are individuals who are free from stereotypes, open to adapting new concepts, goal-oriented and eager for self-development. All of these ideas align with SupportYourApp’s core values, and I believe this is what actually helps us provide a top-quality service.

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