Bilingual Spanish - Consumer Guide - NC

For this specific position you must meet all of the requirements below:

• Two years of college education at an accredited institution
• Two years of experience in customer service
• Two years of experience working with financial products or services to include but not limited to:
• Bank Accounts and Services
• Credit Cards
• Credit Repair
• Credit Reporting
• Collections
• Debt Collection
• Debt Settlement
• Financial Counseling
• Mortgages
• Money Transfers
• Payday and Installment Loans
• Pawn and Title Loans
• Prepaid Cards
• Student Loans
• Virtual Currency
• Vehicle Loan or Lease

• Answer, Review and Document customer inquiries and complaints with professional courtesy, giving exceptional customer service to each customer following KB articles and scripts as applicable. Inbound phone calls, e-mail, written correspondence and future SMS
• Document each customers complaint or inquiry into a database and verify customers information.
• Update client databases for additions, deletions or corrections as necessary
• Review documentation to omit all PII data
• Scan inbound written correspondence and label each document for processing
• Collaborate with coworkers or vendors to research problems and find solutions
• Mentor less experienced agents, which could include limited coaching and call monitoring responsibilities with Supervisor assisted approval and feedback.
• Provide input for process improvement

• Active Listening (presence; empathy; tracking the consumers story)
• Active Speaking (clear, warm delivery of scripted and unscripted moments)
• Problem Solving (ability to gather, organize, and prioritize consumer information)
• Understanding Consumer Finance (information navigation; working knowledge in a topic area)
• Familiarities with Computer Systems and the Ability to Learn New Systems Quickly

REQUIREMENTS:

• Two years of college education at an accredited institution
• Two years of experience in customer service
• Two years of experience working with financial products or services
• Candidates must be able to obtain and maintain public trust clearance
  • Candidate must be willing to commute to nearest fingerprinting location designated by the client.
• Fluent in Spanish: reading, writing, comprehension

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.