Bilingual Account Coordinator, Fraud

1 week ago

Richmond, United States Mission Lane Full time
Job DescriptionJob Description

Mission Lane is revolutionizing access to credit to pave a clear way forward for millions of Americans on the path to financial success. By attracting top-tier talent and leveraging cutting-edge technology, we're redefining consumer credit for the better. Sound like a mission you can get behind?

We're looking for confident communicators with a sharp eye for detail and the innate desire to exceed customer expectations, to join our Customer Advocacy department as Bilingual Account Coordinators (Spanish) on the Fraud and Disputes Inbound (FDI) Team.

This is a full-time, work-from-home position with full benefits. We are currently hiring in AR, AZ, FL, GA, MO, TX, UT, VA and WA.

About you:

You have 1+ year(s) experience in a professional role where effective communication and accuracy are key to success.

We've found that everyone from call-center agents, administrative assistants, receptionists, front desk associates, claims processors, mortgage processors, bank tellers, retail sales associates, and customer service professionals from the restaurant and hospitality industries are well prepared for success in this critical role.

The impact you'll make:

You'll play a crucial role in helping Mission Lane credit cardholders resolve fraud and disputes related issues. Your ability to handle these sensitive situations with professionalism and care will assure our cardholders that their financial well-being is our top priority, while maintaining the integrity of Mission Lane products.

Day-by-day, you will:

  • Be the voice of Mission Lane in a virtual call center environment, handling inbound calls from cardholders who suspect fraud.
  • Gather information, assess situations, and take action to resolve fraud cases.
  • Help cardholders dispute transactions, ensuring they get the best possible outcome.
  • Provide top-tier customer service by actively listening, showing empathy, and offering clear solutions.
  • Keep accurate records of fraud cases and dispute resolutions.
  • Follow all company policies and ensure compliance with regulatory standards.
  • Maintain high quality assurance results.

You'll thrive in this role if:

  • You have 1+ year(s) of relevant experience.
  • You are 100% fluent in both Spanish and English.
  • You're great at analyzing situations and making smart decisions.
  • You take pride in getting details right and delivering high-quality work.
  • You're a strong communicator who enjoys connecting with people and building rapport.
  • You stay calm under pressure and recover quickly from tough conversations.
  • You're tech-savvy and comfortable learning new software.
  • You're eager to learn and grow, embracing constructive feedback.
  • You adapt well to change and enjoy working in a fast-paced environment.

Work location:

  • This is a work-from-home position, contingent upon being a resident of AR, AZ, FL, GA, MO, TX, UT, VA or WA. All states are subject to change.
  • A private, quiet, distraction-free, interruption-free work area is required.
  • Fast, reliable internet service with minimum download speed of 80Mbps and upload speed of 8 Mbps is required.

Schedule: Please translate times to your local time zone.

  • Training schedule (paid):
    • First 3 weeks: Monday - Friday 8:30 AM to 5:00 PM Eastern
  • Work schedule:
    • Monday - Friday 11:30 AM to 8:00 PM Eastern

Compensation & Benefits:

We strive to create an environment that brings out the best in everyone, everyday, and offer comprehensive total rewards packages to support our employees' total well-being. As an Account Coordinator at Mission Lane, your compensation and benefits would include:

  • Hourly Pay: $18.97
  • Monthly Wellness Stipend: $100 to use in any way that helps you thrive
  • Monthly Internet Stipend: $40
  • All IT equipment required for this role provided during your employment
  • 160 Paid Time Off (PTO) hours
  • 6 paid company holidays + 16 hours paid floating holiday time
  • Health, dental and vision benefits, with a 100% company-paid employee option
  • Paid parental leave after 6 months of employment
  • Flexible Spending Account for medical and childcare expenses
  • 401k with company match

This position offers the potential for promotion to Account Manager within your first year of employment. Promotion from Account Coordinator to Account Manager is based on achievement based performance goals.

About Mission Lane:

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia.

It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn't have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn't do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit.

To date, over three million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores.

Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.

Interested in learning more? Check out The Mission Lane Junction for articles on culture, credit, and community, and The Mission Lane Newsroom for media mentions.

*****

Mission Lane is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting peopleops@missionlane.com.

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Each Laner is responsible for keeping Mission Lane informed of their primary work location within the United States. Changes to a Laner's work location may result in changes to certain benefits based on local policies and requirements. If a Laner desires to move to an approved state within the US, we ask that they notify People Operations at least 30 days prior to moving, so we can ensure appropriate setup takes place.

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