Compensation Overview

We’re looking for confident communicators with a sharp eye for detail and the innate desire to exceed customer expectations, to join our Customer Advocacy department as Bilingual Account Coordinators (Spanish) on the Fraud and Disputes Inbound (FDI) Team.

This is a full-time, work-from-home position with full benefits. We are currently hiring in AR, AZ, FL, GA, MO, TX, UT, VA and WA.

About you:

You have 1+ year(s) experience in a professional role where effective communication and accuracy are key to success.

We’ve found that everyone from call-center agents, administrative assistants, receptionists, front desk associates, claims processors, mortgage processors, bank tellers, retail sales associates, and customer service professionals from the restaurant and hospitality industries are well prepared for success in this critical role. 

The impact you’ll make:

You’ll play a crucial role in helping Mission Lane credit cardholders resolve fraud and disputes related issues.  Your ability to handle these sensitive situations with professionalism and care will assure our cardholders that their financial well-being is our top priority, while maintaining the integrity of Mission Lane products.

Day-by-day, you will: 

• Be the voice of Mission Lane in a virtual call center environment, handling inbound calls from cardholders who suspect fraud.
• Gather information, assess situations, and take action to resolve fraud cases.
• Help cardholders dispute transactions, ensuring they get the best possible outcome.
• Provide top-tier customer service by actively listening, showing empathy, and offering clear solutions.
• Keep accurate records of fraud cases and dispute resolutions.
• Follow all company policies and ensure compliance with regulatory standards.
• Maintain high quality assurance results.

You’ll thrive in this role if:

• You have 1+ year(s) of relevant experience.
• You are 100% fluent in both Spanish and English.
• You’re great at analyzing situations and making smart decisions.
• You take pride in getting details right and delivering high-quality work.
• You’re a strong communicator who enjoys connecting with people and building rapport.
• You stay calm under pressure and recover quickly from tough conversations.
• You’re tech-savvy and comfortable learning new software.
• You’re eager to learn and grow, embracing constructive feedback.
• You adapt well to change and enjoy working in a fast-paced environment.

Work location:

• This is a work-from-home position, contingent upon being a resident of AR, AZ, FL, GA, MO, TX, UT, VA or WA.  All states are subject to change.
• A private, quiet, distraction-free, interruption-free work area is required.
• Fast, reliable internet service with minimum download speed of 80Mbps and upload speed of 8 Mbps is required.

Schedule: Please translate times to your local time zone.

• Training schedule (paid): 
• First 3 weeks: Monday - Friday 8:30 AM to 5:00 PM Eastern 
• Work schedule: 
• Monday - Friday 11:30 AM to 8:00 PM Eastern  

Compensation & Benefits:

We strive to create an environment that brings out the best in everyone, everyday, and offer comprehensive total rewards packages to support our employees’ total well-being. As an Account Coordinator at Mission Lane, your compensation and benefits would include:

• Hourly Pay: $18.97
• Monthly Wellness Stipend: $100 to use in any way that helps you thrive
• Monthly Internet Stipend: $40 
• All IT equipment required for this role provided during your employment
• 160 Paid Time Off (PTO) hours 
• 6 paid company holidays + 16 hours paid floating holiday time
• Health, dental and vision benefits, with a 100% company-paid employee option
• Paid parental leave after 6 months of employment
• Flexible Spending Account for medical and childcare expenses
• 401k with company match

This position offers the potential for promotion to Account Manager within your first year of employment. Promotion from Account Coordinator to Account Manager is based on achievement based performance goals.