Job Description

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?

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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.

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Key Responsibilities:

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• 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.
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• 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
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• 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
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• Verificación de transacciones: Utilice las herramientas y recursos disponibles para verificar la autenticidad de las transacciones sospechosas, identificando posibles patrones de actividad fraudulenta.
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• Account Maintenance: Assist customers with updating their account information, verifying identity, and ensuring compliance with security and regulatory requirements
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• 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.
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• 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.
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• 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.
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• Documentation: Maintain accurate and detailed records of all customer interactions, inquiries, and resolutions in the call center database or CRM system.
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Horario de atención

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• Monday-Friday from 8am-5pm EST (5am – 2pm AZ)
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*** Debe estar disponible para trabajar en cualquier momento durante el horario de funcionamiento del centro, incluidos sábados, domingos y días festivos ***

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Training Hours

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• Monday-Friday from 8am-5pm EST (5am – 3pm AZ) for 5 weeks
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*** You must be available to attend 100% of your training, no time can be missed ***

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What You Bring

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• High school diploma or equivalent; further education or relevant certifications are a plus.
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• Experiencia en un centro de llamadas o entorno de servicio al cliente, detección de fraudes, gestión de riesgos o servicios financieros.
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• Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
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• Strong analytical skills with the ability to detect and investigate suspicious patterns and transactions.
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• Empathetic and patient approach when dealing with customer inquiries and concerns.
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• Strong problem-solving skills and the ability to think on your feet to resolve customer issues effectively.
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• Estar familiarizado con la industria de pagos, las tarjetas prepagas o los servicios financieros es ventajoso, pero no es obligatorio.
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• Ability to work in a fast-paced environment and handle a high volume of customer interactions while maintaining composure and professionalism.
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• Conocimientos básicos de informática y competencia en el uso del software y los sistemas de servicio al cliente.
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• Flexibility in working shifts, as call centers often operate 24/7.
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What you will get

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• $17.50 per hour
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• Full Health Insurance (Medical, Dental, & Vision)
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• Ambiente de trabajo divertido
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• Abundantes oportunidades de avance Igualdad de oportunidades Empleador: discapacidad/veterano
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• Beneficios de teléfono celular para empleados: $25/mes por línea para teléfono, mensajes de texto y datos ilimitados. **Es posible que se apliquen restricciones
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• Referral for Life Program ™- The referee receives a residual bonus every pay period
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Job Tags

Hourly pay, Full time, Shift work, Monday to Friday,

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