Bilingual (Spanish) Fraud Client Services Representative - 2nd Shift

Responsibilities

• Identifies client needs and recommends solutions when fraud has been identified
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls

Requirements

• Proficient in Spanish and English (Language Assessment Required)
• 1+ years of customer/client service experience, including experience handling difficult client situations
• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Able to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Able to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology

Qualifications

• 1+ years of experience in the banking/financial industry
• 2+ years of experience working in a client service capacity

Skills

• Conflict Management
• Customer and Client Focus
• Decision Making
• Fraud Management
• Oral Communications
• Active Listening
• Attention to Detail
• Data Collection and Entry
• Issue Management
• Problem Solving
• Adaptability
• Collaboration
• Critical Thinking
• Influence

Pay

Not specified

Schedule

(Subject to change based on business needs)

Sunday - Thursday 3:30pm - 12:00am ET

and/or

Monday, Tuesday, Friday, Saturday 12:00pm-11:00pm ET