Bilingual/Spanish

Job Description

You Will:

• Answer customer questions regarding business documents or current loan information in both English and Spanish.

• Resolve customer inquiries by phone and email using a CRM tool.

• Navigate escalation paths to assess a Seller’s needs based on where they are in the cycle of their loan to mitigate risk.

• Maintain or exceed established service level agreements and guidelines for resolution of queued transactions to minimize potential revenue losses.

• Identify, document, and follow up with teams across varying lines of the business on product bugs and features

• Participate in ongoing training to maintain knowledge of BSA/AML and perform BSA/AML responsibilities needed within this role.

• Collaborate with members of other teams to determine solutions and serve as a resource to provide the best possible experience to our Sellers.

• Work within a remote or distributed team environment and collaborate with team members through internal messaging tools and through video calls.

Qualifications

You have:

• Written and verbal fluency in English as well as Spanish is preferred

• 1+ years of customer service experience within either a financial institution, payment provider, or tech company preferred.

• Interest in discovering and implementing new processes to best support the needs of customers.

• Enjoyment in working collaboratively on new projects across growing areas within the business.

• Desire to implement feedback and change within the scope of your role and the team.

• A passion for Square and customers engaging with Square products.