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
- 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
