We are seeking a Client Care Representative to join our newly established Client Care team. This role serves as the first point of contact for inbound customer calls, addressing a wide range of customer inquiries within a financial services environment. This is a remote position based in Mexico, supporting customers in the US.
Key Responsibilities
· Respond to inbound customer calls in a professional and courteous manner
· Address customer inquiries spanning the full customer lifecycle, from applications to ongoing account servicing
· Provide accurate information and send any follow-up documentation or confirmations required to fully resolve each inquiry
· Escalate or transfer inquiries outside standard scope to the appropriate department, with accurate documentation
· Meet or exceed established call center performance metrics, including Average Handle Time (AHT), wrap-up time, first-call resolution (FCR), and customer satisfaction (CSAT)
· Maintain accurate and complete records of customer interactions
· Adhere to compliance, quality, and service standards required in a financial services environment
· Identify trends in customer inquiries and share feedback to support process improvements
Qualifications
Required
· High school diploma or equivalent
· Minimum 3 years of experience in a call center or contact center role at a financial institution or financial services BPO
· Experience directly supporting customers based in the US
· Proven track record of meeting call center performance metrics
· Fluent English, spoken and written
· Basic computer proficiency, with a minimum typing speed of 35 WPM
· Reliable internet connection and a quiet home workspace suitable for handling client calls
Preferred
· Associate's or Bachelor's degree
· Experience with a CRM or ticketing platform (e.g., Zendesk, Freshdesk, Salesforce)
Job Type: Full-time
Pay: $13,000.00 - $18,000.00 per month
Education:
- High school or equivalent (Preferred)
Experience:
- US financial institution: 2 years (Preferred)
Language:
Work Location: Remote
