Fraud Client Services Representative - Bilingual Spanish Required
On-sitePhoenix, Arizona, United States
Job Summary
Answer inbound client calls, chats, and emails to resolve multi-product fraud requests while maintaining accurate data records. Identify client needs, recommend solutions, and escalate complex issues through appropriate channels for risk review. Read frequent updates and learning materials during interactions to implement changes with speed and accuracy. Comply with industry regulations, bank procedures, and financial controls while delivering seamless service. Requires proficiency in English and Spanish, 1+ years of customer service experience, and ability to handle difficult situations. Schedule includes 2nd shift with 40 hours per week; onsite attendance may be required.
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
- Must be available for weekends and holidays
- Must be able to handle calls immediately
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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