We are actively looking for a dynamic and customer-focused individual who can join our team as a Customer Care Representative in the Transaction Review Department. As the first line of compliance, you will play a key role as the resolution point for customers and agents' inquiries. In this essential position, you will serve as a trusted advisor, providing exceptional service and support to address their inquiries, resolve issues, and ensure their overall satisfaction.
Your primary responsibility will be to interact with customers and agents in a professional and courteous manner, effectively from a compliance perspective. You will listen attentively to their concerns, demonstrating empathy and understanding, while proactively offering solutions to meet their needs.
As a Customer Care Representative inside the Transaction Review Group, you will utilize your strong communication skills and compliance knowledge to resolve incoming inquiries from our customers and agents. Your ability to navigate customer inquiries with ease and efficiency will be crucial in delivering a seamless and satisfying customer experience while complying with regulatory and internal rules.
Resolves inquiries related to compliance via Phone, system email, and internal system (FxClient). Perform interviews (create fraud questionnaire and fraud ID). Release or cancel transactions. Unblock customers. Modify customer information. Guide agents and customers about compliance rules. Resolve product or service problems by clarifying the customer's complaint; determining the cause; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and escalating the issue if necessary. Recommend changes that may be needed to management by collecting customer information and analyzing customer needs. Contributes to the TRG team by assisting in accomplishing department goals. Keeping up to date with all the new changes and information relevant to your position; you need to be knowledgeable. Follows all internal procedures and policies. Completes assigned tasks and shift responsibilities daily. Maintains customer satisfaction at high levels. Ensure the quality of call standards are met for the department. College level, preferably Bachelor's degree in any course. Good knowledge of MS Office and Internet Explorer. At least 1 year's work experience in call center and/or compliance positions. Advanced level of Spanish, English, and another language (mandatory). Strong customer service orientation. Excellent communication skills (both oral and written). Team worker. Attention to detail. Flexibility regarding work schedule.
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