Spanish-English Customer Care Agent

2 weeks ago

Tucson, Arizona, United States VXI Global Solutions Full time

Job Overview

VXI Global Solutions is seeking dedicated and skilled Bilingual Customer Service Representatives to join our dynamic team. If you are fluent in both English and Spanish, we want to hear from you

In this role, you will be pivotal in delivering outstanding customer support to our clients' cardholders. Your primary responsibilities will include assisting customers with inquiries related to their pre-paid cards, addressing concerns about fraudulent activities, and managing suspicious transactions. You will serve as a vital connection between our clients and their customers, ensuring a seamless and positive experience.

Key Responsibilities:

  • Customer Interaction: Handle incoming calls from cardholders, addressing their questions and concerns promptly and professionally. Provide accurate information regarding card features, usage, and benefits.
  • Issue Resolution: Troubleshoot and resolve customer issues related to card activation, balance inquiries, transaction disputes, lost or stolen cards, and PIN resets.
  • Fraud Management: Process calls from cardholders reporting suspicious transactions or unauthorized charges. Conduct thorough investigations to assess the validity of these claims.
  • Transaction Verification: Utilize available tools to verify the authenticity of suspicious transactions and identify potential fraudulent activity patterns.
  • Account Assistance: Support customers in updating their account information and ensuring compliance with security and regulatory standards.
  • Service Promotion: Inform customers about additional services, promotions, and rewards associated with their pre-paid cards to enhance satisfaction and loyalty.
  • Fraud Prevention Guidance: Educate cardholders on best practices for safeguarding their accounts and recognizing common fraud schemes.
  • Compliance Assurance: Ensure adherence to company policies, procedures, and industry regulations to protect customer information and maintain data privacy.
  • Record Keeping: Maintain accurate documentation of all customer interactions, inquiries, and resolutions in the call center database.

Availability:

  • Monday to Friday from 8 AM to 5 PM EST

Flexibility is required to work during operational hours, including weekends and holidays.

Training Schedule:

  • Monday to Friday from 8 AM to 5 PM EST for a duration of 5 weeks

Attendance during training is mandatory, and no absences are allowed.

Qualifications:

  • High school diploma or equivalent; additional education or relevant certifications are advantageous.
  • Experience in a call center or customer service environment, fraud detection, risk management, or financial services.
  • Excellent verbal and written communication skills, with the ability to convey complex information clearly.
  • Strong analytical skills to identify and investigate suspicious patterns and transactions.
  • Empathetic and patient demeanor when addressing customer inquiries.
  • Effective problem-solving abilities and the capacity to think quickly to resolve issues.
  • Familiarity with the payments industry, pre-paid cards, or financial services is a plus but not required.
  • Ability to thrive in a fast-paced environment while managing a high volume of customer interactions.
  • Basic computer skills and proficiency in customer service software and systems.
  • Willingness to work flexible shifts, as call centers typically operate around the clock.

Compensation and Benefits:

  • $17.50 per hour
  • Comprehensive Health Insurance (Medical, Dental, & Vision)
  • Fun work environment
  • Abundant opportunities for advancement
  • Employee cell phone benefits: $25/month per line for unlimited talk, text, and data (restrictions may apply)
  • Referral for Life Program - earn bonuses for successful referrals

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