Spanish Bilingual - Finance

The ideal candidate has strong communication skills, excellent problem-solving abilities, and a customer-centric mindset, with the ability to deliver accurate and timely resolutions while ensuring compliance with company policies and financial regulations.

• Provide exceptional customer service to Spanish- and English-speaking customers via phone, email, or chat.
• Handle inquiries related to financial accounts, payments, billing, transactions, account balances, statements, and general financial services.
• Assist customers with account maintenance, payment processing, dispute resolution, and service requests.
• Accurately document customer interactions and update account information in the CRM or customer management system.
• Investigate customer concerns and provide timely, accurate, and effective resolutions.
• Escalate complex issues to the appropriate departments when necessary while ensuring proper follow-up.
• Educate customers on financial products, services, policies, and self-service options.
• Ensure compliance with company policies, data privacy regulations, and financial industry standards.
• Meet or exceed key performance indicators (KPIs) for quality, productivity, customer satisfaction, and attendance.
• Collaborate with internal teams to deliver a seamless customer experience.
• Stay updated on product knowledge, process changes, and compliance requirements.

• Fluent in Spanish and English (written and verbal).
• Minimum of 6 months to 1 year of customer service experience, preferably in a financial services, banking, insurance, or BPO environment.
• High school diploma or equivalent required; college degree preferred.
• Strong communication, active listening, and interpersonal skills.
• Excellent problem-solving and conflict resolution abilities.
• Proficient in using CRM systems, Microsoft Office, and other customer support tools.
• Ability to multitask and work efficiently in a fast-paced environment.
• Willing to work shifting schedules, weekends, holidays, and onsite or hybrid, if required.

• Experience supporting banking, credit card, lending, mortgage, collections, or financial accounts.
• Experience working in an international customer service or shared services environment.
• Knowledge of financial terminology and customer account servicing processes.

• Bilingual Communication (Spanish & English)
• Customer Service Excellence
• Financial Account Support
• Problem Solving
• Conflict Resolution
• Attention to Detail
• Time Management
• Adaptability
• Team Collaboration
• Customer Focus