Note:

• The position is Hybrid ( Onsite to begin with, Hybrid - Based upon performance ).

• Banking / Financial experience is a Must.

• Bilingual in Spanish is a MUST-HAVE .

Position Scope:

• Customer support via telephone interactions in a call center-like setting, with assigned work pipeline and SLAs for contact and processing.

• The candidate will answer escalated customer complaints inbound and outbound calls from customers as well as internal partners.

• Will be required to utilize a PC and various internal systems to conduct all related processing and data entry work.

• Ability to adhere to due dates, schedules, and ability to interpret customer data.

Position Details:

• Position: Customer Service Associate (Bilingual in Spanish)

• Industry: Banking/Financial Services

• Job duration: 6 months

• Location: San Antonio, TX 78251 ( Onsite to begin with, Hybrid - Based upon performance )

• Training: 8 AM - 4:30 PM – Monday - Friday

• Shift: 7:30 AM - 4:30 PM CST OR 7 AM - 4 PM CST OR 8 AM - 5 PM CST – Monday to Friday

• Pay Rate: $20/hour

Roles and Responsibilities for the Customer Service Associate role:

• Contribute to the resolution of sensitive customer inquiries and complaints telephonically.

• Partner with management and other internal partners to resolve issues/complaints.
• Determine the appropriate course of action and document all phone interactions as well as the outcome of the resolution in the system of record.
• Provide support to internal and external customers in account management, operations, documentation, and technical support.
• Review basic or tactical customer issues regarding products and services, billing, account questions, or account transactions with a narrower impact.
• Receive direction from managers and exercise judgment within defined parameters while developing an understanding of the related policies, procedures, or compliance requirements.
• Act as a primary support person for the customer and internal partners supporting customer services.

• Provide information to managers as well as internal and external customers to resolve customer issues.

Required Skills:

• 6 months of customer service experience with strong verbal and written communication skills.

• Bilingual in Spanish is mandatory .

• Knowledge and understanding of the financial services industry: compliance, regulatory, fraud, customer de-escalation, or legal operations.
• Experience resolving and working through escalated and complex customer issues.

• Experience interacting positively with difficult or irate customers.

• Strong research, remediation, and documentation skills .

• Advanced Microsoft Office knowledge (Excel, Word, SharePoint).