Bilingual Fraud Client Services Representative - 2nd Shift

This role is responsible for providing resolution of multi-product fraud‑related client requests by answering calls, chats, or emails in an inbound contact center. Responsibilities Identify client needs and recommend solutions when fraud has been identified. Record data captured during client interactions accurately. Identify and escalated items requiring risk review, exception handling, or further analysis through appropriate channels. Read frequent updates and learning materials, often while on the call, and implement them into conversations with speed and accuracy. Comply with industry regulations, bank procedures, and financial controls. Required Qualifications Proficient in both Spanish and English. At least 1 year of customer/client service experience, including handling difficult client situations. Display passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves clients’ financial lives. Fully understand how life events can impact a client’s financial situation and be prepared to actively advise solutions and resolve complex client problems through creative solutions. Demonstrate excellent attendance with proven reliability and adhere to the agreed-upon work schedule. Show dependable team‑player attitude, understanding that calls must be handled immediately, including weekends and holidays. Communicate effectively and confidently with all clients to make their financial lives better. Engage with clients by beginning a conversation, anticipating questions, sharing information using plain language, building rapport, and handling objections. Comfortable receiving ongoing performance feedback and coaching. Ability to learn and adapt to new information and technology platforms. Minimum intermediate proficiency with computers and current technology. Desired Qualifications At least 1 year of experience in the banking/financial industry. At least 2 years of experience working in a client service capacity. Skills Conflict Management Customer and Client Focus Decision Making Fraud Management Oral Communication Active Listening Attention to Detail Data Collection and Entry Issue Management Problem Solving Adaptability Collaboration Critical Thinking Influence Minimum Requirements High School Diploma / GED / Secondary School or equivalent. Shift: 2nd shift (United States). Hours per week: 40. Privacy Statement: #J-18808-Ljbffr