BBVA Compass

  • Customer Support Agent - Denizen

    Job ID
    2019-119761
    Category
    Denizen
    FLSA Status
    NON-EXEMPT
    Type
    FULL TIME
  • Overview

    Denizen Financial Inc. is looking for Member Services Specialists to join a new fintech venture, incubated within BBVA’s portfolio of technology startups, and on a mission to offer borderless consumer banking.

    Responsibilities

    • You’ll solve long-standing problems faced by the expat and multinational communities by providing a unified cross-border account and simple ways to move money, pay bills and make purchases—wherever they live.
    • You will be the face of our business and the primary contact for Customers.
    • You like solving problems and acting as the Voice of the Customer as a brand ambassador for Denizen.  
    • You're naturally friendly, outgoing and empathetic.
    • You like variety and are comfortable helping Customers through email, phone, chat & social media
    • You’re a listener and will actively engage with Customers to ensure that their concerns, complaints (and kudos) are worked to resolution (or escalated appropriately)
    • You’ll be the primary link between Customers and your Denizen Engineering teammates so they’re fully aware of and can resolve product issues.
    • As responsible custodians of people’s money, you’ll gain Members’ trust by adhering to regulatory, risk management, & legal obligations.
    • Your communication style is thoughtful, personal, and clear.
    • You’ll look for ways to streamline work, improve our processes & tools, and continuously help to improve our services.

    Qualifications

    • Is fluent in English & Spanish (both verbal and written) since you’ll not only be helping Customers who expect these skills, you’ll also enjoy a workplace where English is the norm. (Oh, and all interviews will be in English too)
    • Has previous experience in Customer Service where you’ve honed and proven your ability to provide top-notch service
    • Is tech savvy -- not only with general IT skills, but also has facility to learn & understand more complex technology
    • Has strong organizational and analytical skills
    • Can effectively prioritize tasks and manage time
    • Exhibits attention to detail
    • Has a positive attitude, is not afraid of challenges and learns quickly
    • Is patient, and willing to help others solve problems

    Not mandatory, but having these would be a plus:

    - Experience in finance or the banking industry, ideally from a back office &/or contact centre perspective. A degree in a related field is also valued

    -Experience providing world class customer service in a startup environment.

    - Experience using a ticketing system log, track and follow up on case-work (i.e. Zendesk, ServiceNow, Salesforce etc.)

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