Agent Support Representative – Rest of World - Vietnam

The Agent Support Representative – Rest of World - Vietnam is responsible for delivering high-quality, timely, and professional support to customers, agents, and partners across Viamericas communication channels. This role involves handling inbound and outbound inquiries via phone, email, chat, and SMS in Vietnamese and English, ensuring accurate transaction processing, issue resolution, and customer satisfaction. The representative will utilize internal systems to document interactions, monitor transaction activity, and support operational efficiency while maintaining compliance with company policies and service standards.

Agent Support & Relationship Management

• Deliver excellent customer service and provide solutions to incoming and outgoing calls.
• Conduct regular outreach to Vietnamese agents for support, updates, and engagement.
• Assist with onboarding and day-to-day operational needs of agents.
• Monitor and analyze pricing.
• Follow up on inactive agents and support initiatives to drive transaction growth.
• Prospect and identify opportunities for new business development.
• Provide service and support to field staff.
• Maintain and increase the volume of transactions for Vietnamese agents.
• Maintain and increase the profitability of transactions from Vietnamese agents.
• Maintain and increase the portfolio of assigned agencies.
• Coordinate and escalate agent concerns to the appropriate teams (E.g. Compliance holds, suspected frauds, AR issues, Rate concerns, etc.)

 

Compliance/Fraud

 

• Follow basic compliance procedures and assist in handling transactions under review (on hold, and fraud-related concerns), providing clear and professional guidance.
• Collaborate closely with Compliance teams to resolve operational issues in accordance with established procedures and AML Program guidelines.
• Act as a liaison between customers, agents, and compliance teams to gather required documentation and respond to information requests.
• Help identify and escalate potential fraud risks or suspicious activity following company protocols.
• Maintain accurate records and documentation related to compliance cases and customer interactions.
• Provide compliance training to agents and staff as needed in support of ViaAcademy initiatives.

 

Operational Support

• Ensure smooth processing of transactions and coordinate with internal teams as needed
• Support Business Development on agent-related requirements

 

Note: Handle admin tasks and special projects when necessary or requested.

 

Information Security Responsibilities:

 

• Read, acknowledge, and comply with Viamericas Staff Information Security Policy via the Information Security training portal.  This should be done within 30 days of hire and repeated annually.
• Attend periodic Information Security training provided by Viamericas.
• Report any event that might be an Information Security Incident: clicked on a malicious link, downloaded, and opened a suspicious file, etc.

• Fluency in Vietnamese and English (spoken and written) required.
• 2-3 of Years required in professional sales/call center environment.
• Have a good attitude and good dealing with people.
• Strong understanding of the sales cycle with proven ability to prospect, negotiate, close deals, and follow up.
• Excellent communication and writing skills.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong attention to detail and problem-solving skills.
• Proficient in CRM systems and business software such as PowerPoint, Word, Outlook and Excel.
• High School Diploma required.
• Ability to work on a flexible schedule.
 
Candidates must be legally authorized to work in the Philippines without the need for employer sponsorship.

This position is carried out in a normal office environment with a hybrid work schedule.  Required to report to the local office a minimum of 3 days/week.  It requires the use of office equipment like computers, telephones, and photocopiers.