About The Position
The Bilingual (Spanish and English) Customer Service Representative handles inbound customer calls about inquiries and complaints in a financial or banking services environment. The role requires maintaining a positive, empathetic, compassionate, and professional attitude, resolving service problems, and ensuring customers receive satisfactory and timely answers. The representative also addresses customer concerns through communication channels that may include email, chat, or social channels, and escalates complaints to the Operations Supervisor when needed. Accurate and complete communication is required. This is a seasonal role with temporary work-from-home requirements. The employee must provide a suitable computer, headset, and wired cable or fiber internet connection meeting the listed specifications.
Requirements
- At least 1 year of BPO experience.
- High school education completed.
- Fluent spoken English and Spanish.
- Strong interpersonal and comprehension skills.
- Ability to handle escalated situations, remittances, and disputes.
- Excellent communication, probing, and problem-solving skills.
- Drive to provide excellent customer service.
- For temporary work from home: computer with at least a 2.0 GHz processor (i5, i7, or higher), at least 16 GB RAM, and 256 GB of hard drive space with 20 GB available.
- For temporary work from home: an available USB port and a USB headset with noise-canceling microphone.
- For temporary work from home: cable or fiber internet (DSL and satellite are not permitted), with minimum speeds of 10 Mbps download and 2 Mbps upload, hardwired to the computer (wireless internet is not permitted).
Responsibilities
- Handle inbound calls concerning customer inquiries and complaints in a financial or banking services environment.
- Maintain a positive, empathetic, compassionate, and professional attitude toward customers.
- Resolve service problems, including customer complaints and their causes.
- Answer customer queries satisfactorily and in a timely manner.
- Address customer concerns and provide solutions through channels such as email, chat, or social channels.
- Escalate customer complaints to the Operations Supervisor when needed and ensure solutions are resolved efficiently.
- Provide accurate and complete information through communication methods.
Benefits
- The company states that it provides growth opportunities, development and mentoring, and promotion opportunities based on merit, past performance, and leadership potential.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
