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Bilingual Fraud Prevention Specialist, Financial Services — Mexico City Hybrid
Support U.S. financial-services customers by identifying suspected fraud and unauthorized account activity. Investigate account concerns, assess risk, and resolve issues from a hybrid contact center in Mexico City.
विवरण
- Manage a consistent flow of customer calls in a structured, high-volume contact-center setting
- Support customers dealing with suspected fraud or unauthorized transactions
- Examine account records and customer information for possible fraud, unusual behavior, and risk signals
- Collect and assess relevant details to establish the right response and follow-up steps
- Use effective questioning to understand customer needs and tailor solutions
- Communicate with clarity, professionalism, and empathy during sensitive or stressful conversations
- Use sound judgment when assessing customer and account circumstances
- Work across multiple systems and applications efficiently and accurately
- Safeguard confidential customer, account, and personal data
- Adhere to security, fraud-prevention, servicing, regulatory, and compliance requirements
- Achieve standards for quality, productivity, customer satisfaction, schedule adherence, and compliance
- Take responsibility for customer issues and aim to resolve them during the first interaction whenever feasible
आवश्यकताएँ
- Advanced written and spoken English and Spanish proficiency
- Professional, natural communication skills for supporting customers based in the United States
- At least one year of customer service, consultative support, or a closely related professional experience
- Strong verbal communication and active-listening capabilities
- Well-developed analytical, problem-solving, and decision-making skills
- Ability to stay composed, professional, and focused on solutions during challenging conversations
- Strong computer literacy and the ability to work across several systems at once
- High attention to detail, accuracy, and consistent follow-through
- Ability to apply sound judgment when assessing customer and account information
- Integrity in handling confidential and sensitive information
- Openness to feedback, new procedures, and changing circumstances
- Dependable attendance, punctuality, and adherence to scheduled hours
- Willingness to work flexible shifts from 6:00 a.m. to 10:00 p.m., including weekends
- Ability to meet the hybrid onsite work schedule in Mexico City
- At least a one-year diploma, degree, or equivalent post-secondary education credential
- Reliable transportation and compliance with the onsite schedule
- English résumé with current contact details, relevant work history, and confirmation of English proficiency and schedule availability
- Willingness to complete interviews, English and role-specific assessments, employment-history verification, and applicable background screening
लाभ
- Guaranteed monthly benefit of MXN $5,504 delivered through two benefit cards
- Bilingual allowance of MXN $1,491 starting in the first month
- Performance bonus of up to MXN $2,138 starting after six months of employment
- Hybrid work arrangement
- Paid onboarding and professional training
- Opportunities for career development and internal advancement
- Health and well-being resources
- Employee support programs
- Additional benefits provided under the hiring organization's policies