Customer Service Representative (bilingual english/spanish)Unifin, Inc

Job Descriptions
Responsible for handling inbound calls from customer's inquiries and complaints in a Financial / Bank Services environment.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Resolve service problems: clarify the customer's complaint, determine the cause of the problem, select and explain the best solution to solve the problems, expediting correction or adjustment, follow up to ensure resolution.
Ensuring customer queries are answered to their satisfaction.
Using platforms and tools, systems to access the details of customers.
Respond to customer queries in a timely and accurate way, via email or chat
Address customer's concerns related to the services and provide the best solutions for their need via a variety of communication channels that could include email, chat, or social channels
Follow communication procedures, guidelines, and policies
Respond to customer inquiries with compassion and select the best solution in an efficient manner
Provide accurate and complete information by using our communication methods
Escalate any customer complaints to the Operations Supervisor when needed and ensure solutions have been sort on the same on time
Job Qualifications
With at least two (2) years experience in BPO (Customer Service, Financial Service, Banking as a Service experience preferred)
With at least one (1) year experience working in a call center industry with chat support programs
At least Sr. Highschool / Highschool graduate
Bilingual speaker (English/Spanish)
Knowledge in MS Office systems
Knowledge in Virtual Desktop application navigation
Knowledge in Google Docs, Forms, Sheets
Excellent verbal and written communication skills(English)
Excellent Work attendance track record
Willing to work in a rotational shift environment (15/7 Account Hours of Operations)
Willing to work in shifting schedules/holidays
Willing to work from home or at a local area site
Basic knowledge of prepaid, debit, and credit cards
Basic Knowledge and Understanding of Remittances
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Ability to remain professional and courteous with customers at all times
Very strong interpersonal and communications skills and strong comprehension skills
Minimum Typing speed 30 WPM
Average to excellent in spelling, grammar, and communication skills
Ability to multitask (handling more chats concurrently / simultaneously)
Ability to navigate tools
Knowledge, Skills, and Abilities
Financial product knowledge
Customer service oriented
Problem-solving
Documentation skills
Phone skills
Listening Skills
Resolving conflict
Analyzing information
Customer service passion, skills, and experience
Focus on quality and conflict resolution
Ability to problem solve and communicate clearly
Quality typing skills
Multi-tasking
Team player and self-motivated
Work from Home Requirements:
Laptop or Desktop specs:
Windows Operating System - Windows 10 or higher
Processor Intel i5 or higher (AMD equivalent accepted)
With at least 8gb RAM
Ethernet port
With at least 50gb Hard Disk Drive Space
ISP Requirements
At least 10Mbps download and upload speed (wired connection required)
Other requirements
USB noise-canceling Headset
Quiet space to work at
Back up power and ISP options available
Language:
Spanish (Required)
English (Required)
Work Remotely:
Temporarily due to COVID-19