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Bilingual Call Center Representative

4 months ago

Vail, United States VXI Global Solutions Full time
Job Description

VXI is looking for highly motivated and qualified Bilingual Customer Service Representatives to work full-time on-site in our world-class contact center in Tucson, AZ. Do you speak English and Spanish? ¿Eres bilingüe?


As a Customer Service Representative, you will be responsible for providing excellent customer service and support to our client's cardholders who are calling in for support with their pre-paid cards or with inquiries related to fraudulent activities and suspicious transactions involving their credit cards. Manejará las consultas de los clientes entrantes, resolverá problemas y ayudará a los clientes con asuntos relacionados con la tarjeta. También desempeñará un papel fundamental en la mitigación de los riesgos de fraude mediante la identificación e investigación de posibles incidentes fraudulentos, la prestación de apoyo a los titulares de tarjetas afectados y la adopción de las medidas adecuadas para proteger sus cuentas e información personal. You will be a crucial link between our client and their customers, ensuring a positive and seamless cardholder experience.


Key Responsibilities:



  • Atención al cliente: Gestione las llamadas entrantes de los titulares de tarjetas y atienda sus consultas, inquietudes y problemas de manera rápida y profesional. Proporcione información precisa sobre las características, el uso y los beneficios de la tarjeta.


  • Problem Resolution: Troubleshoot and resolve customer issues related to card activation, balance inquiries, transaction disputes, lost or stolen cards, PIN resets, and other card-related matters. Utilize available resources and systems to efficiently resolve problems


  • Fraud Investigation: Receive and process inbound calls from cardholders who report suspicious transactions, unauthorized charges, or potential fraud on their accounts. Conduct thorough investigations to determine the legitimacy of these claims


  • Verificación de transacciones: Utilice las herramientas y recursos disponibles para verificar la autenticidad de las transacciones sospechosas, identificando posibles patrones de actividad fraudulenta.


  • Account Maintenance: Assist customers with updating their account information, verifying identity, and ensuring compliance with security and regulatory requirements


  • Promote Additional Services: Educate customers about additional services, promotions, and rewards associated with their pre-paid cards, with the aim of increasing customer satisfaction and loyalty.


  • Fraud Prevention Education: Educate cardholders on best practices for protecting their accounts, recognizing common fraud schemes, and utilizing security features to ensure a safe card usage experience.


  • Cumplimiento: Garantice el cumplimiento de las políticas, los procedimientos y las regulaciones de la industria de la empresa para salvaguardar la información de los clientes y mantener la privacidad de los datos.


  • Documentation: Maintain accurate and detailed records of all customer interactions, inquiries, and resolutions in the call center database or CRM system.

Horario de atención



  • Monday-Friday from 8am-5pm EST (5am – 2pm AZ)

*** Debe estar disponible para trabajar en cualquier momento durante el horario de funcionamiento del centro, incluidos sábados, domingos y días festivos ***


Training Hours



  • Monday-Friday from 8am-5pm EST (5am – 3pm AZ) for 5 weeks

*** You must be available to attend 100% of your training, no time can be missed ***


What You Bring



  • High school diploma or equivalent; further education or relevant certifications are a plus.


  • Experiencia en un centro de llamadas o entorno de servicio al cliente, detección de fraudes, gestión de riesgos o servicios financieros.


  • Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.


  • Strong analytical skills with the ability to detect and investigate suspicious patterns and transactions.


  • Empathetic and patient approach when dealing with customer inquiries and concerns.


  • Strong problem-solving skills and the ability to think on your feet to resolve customer issues effectively.


  • Estar familiarizado con la industria de pagos, las tarjetas prepagas o los servicios financieros es ventajoso, pero no es obligatorio.


  • Ability to work in a fast-paced environment and handle a high volume of customer interactions while maintaining composure and professionalism.


  • Conocimientos básicos de informática y competencia en el uso del software y los sistemas de servicio al cliente.


  • Flexibility in working shifts, as call centers often operate 24/7.

What you will get



  • $17.50 per hour


  • Full Health Insurance (Medical, Dental, & Vision)


  • Ambiente de trabajo divertido


  • Abundantes oportunidades de avance Igualdad de oportunidades Empleador: discapacidad/veterano


  • Beneficios de teléfono celular para empleados: $25/mes por línea para teléfono, mensajes de texto y datos ilimitados. **Es posible que se apliquen restricciones


  • Referral for Life Program ™- The referee receives a residual bonus every pay period