Call Center Representative

Sales Representative

Summary:

Within the Customers and Savings area, we are dedicated to managing all customer contact channels—including telephone and email communications—with professionalism and care. Our mission is to provide exceptional service and reliable support during critical moments, ensuring customers feel heard, valued, and guided when it matters most. Excellence in customer service is not just a goal—it is a standard. Every interaction, even under pressure, is an opportunity to build trust, offer guidance, and make a meaningful impact.

FUNCTIONS:

• Ability to handle a high volume of inbound and outbound calls in a fast-paced environment with excellent customer service through the telephone channel and/or email.
• Customer service through video calls.
• Proven ability to manage 50 calls per day, addressing customer needs efficiently and professionally.
• Proactive commercial management, completing onboarding processes, and second products opening.
• Management of incidents and escalation to the Operational Consultant.
• Strong phone etiquette and ability to remain composed during high call traffic.
• Modification of user's personal data: phone number/email
• Creation of cases for the Operational Consultant.
• Handling calls regarding account freezes due to regulatory matters.
• Handling requests and complaints, and escalating them to the Operational Consultant.
• Verification of wire transfers.
• Fraud prevention (management of blocks and escalation to the Operational Consultant.

REQUIREMENTS:

Educational Background:

• High school diploma
• Associate degree or higher (preferred)

Experience:

• Customer service experience 2-5 yrs.
• Call Center experience (preferred) – any sales vertical
• Must Speak Spanish

Functional Competences:

• Proven ability to handle a high volume of inbound and outbound calls with professionalism and efficiency. Please tone of voice.
• Strong verbal communication skills and excellent phone etiquette.
• Active listening skills with the ability to fully understand customer needs and respond appropriately.
• High level of empathy and emotional intelligence when interacting with diverse individuals.
• Demonstrated patience and composure in high-stress or emotionally charged situations.
• Experience with people management or team coordination is a plus.
• Capable of motivating and guiding team members to meet performance goals.
• Proficient with CRM systems, call center software, and Microsoft Office tools.
• Strong multitasking, organizational, and time management abilities.

WORK ENVIRONMENT:

• Our operating hours are 8 AM to 8 PM, and we have two rotating schedules: one week on the morning shift (7:45 AM to 4:15 PM) and the following week on the afternoon shift (11:45 AM to 8:15 PM), alternating continuously.
• Additionally, they will be required to work one weekend per month (Saturday and Sunday). This follows a rotation where they work one weekend every three, and the fourth weekend becomes their assigned shift. The same rotating schedule applies: one weekend on the morning shift and the next (following month) on the afternoon shift, and so on.

Employees in this position will frequently work evenings and weekends on a rotating basis with the rest of the team. 8-hr shifts will fall between the hours of 7:45 AM and 8:15 PM, and the schedule may vary from week to week. Flexibility is essential, as last-minute adjustments may be required based on business needs. Candidates must be comfortable working in a dynamic and changing scheduling environment.

Equal Opportunity Employer