Fraud Client Services Representative - Bilingual Spanish Required
On-sitePhoenix, Arizona, United States
Phoenix, Arizona, United StatesOn-siteFull TimeLarge
Full TimeLarge
Job Summary
Answer inbound client calls, chats, and emails to resolve multi-product fraud requests with accuracy and speed. Identify client needs, recommend solutions, and record interaction data while reading frequent updates and learning materials during conversations. Escalate items requiring risk review or exception handling through appropriate channels and perform account maintenance. Deliver seamless service by anticipating client questions, building rapport, and handling objections using plain language. Comply with industry regulations, bank procedures, and financial controls while maintaining integrity levels.
Required Qualifications
- Proficient in English and Spanish
- 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
- Ability 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
- Ability to learn and adapt to new information and technology platforms
- Minimum of an intermediate level of proficiency with computers and current technology
- High School Diploma / GED / Secondary School or equivalent
Desired Qualifications
- 1+ years of experience in the banking/financial industry
- 2+ years of experience working in a client service capacity
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