Work Style: Virtual/Work-from-Home (Must live within 100 miles of hub locations)

The Opportunity

Are you a bilingual professional who thrives on helping others? Join our Customer Care team and help us change banking for good. We believe money shouldn't be stressful, and neither should getting help. As a Senior Customer Service Coordinator, you’ll be empowered to solve complex problems, advocate for our customers, and deliver "wow" experiences from the comfort of your home.

Location Requirements

To be eligible, you must reside within a 100-mile radius of one of the following zip codes and be able to report in person if required (with 24-hour notice):

• Richmond, VA (23060) | Chesapeake, VA (23320)
• Tampa, FL (33634) | Plano, TX (75024)
• Las Vegas, NV (89144) | Wilmington, DE (19801)
• Lincoln, NE (68521) | St. Cloud, MN (56301)
• Note: Applicants in California are not eligible.

Key Responsibilities

• Bilingual Support: Provide high-level service in both Spanish and English to a diverse customer base.
• Complex Problem Solving: Own issue resolution from start to finish, ensuring compliance with all regulatory requirements.
• De-escalation Specialist: Handle sensitive or escalated customer concerns with empathy and expert "call control" techniques.
• Process Improvement: Identify trending customer issues and suggest improvements to make banking better for everyone.
• Peer Mentorship: Support and guide fellow customer service advocates to help them resolve customer complaints effectively.

Home Office & Technology Standards

• Dedicated Space: A secure, quiet home office free from distractions.
• Verified Internet: A private Cable or Fiber connection (no hotspots or satellite).
• Speed Requirements: Minimum 100 Mbps download / 10 Mbps upload (Speed test via Google Chrome required).
• Hardware: Connection must be password-protected and secure.

Who You Are

Basic Qualifications:

• High School Diploma, GED, or equivalent.
• Fluency in Spanish and English (A language assessment is required).
• 3+ years of experience in Customer Service or Call Center roles.
• 1+ year of experience with Google Suite or Microsoft Office.

Preferred Qualifications:

• 4+ years of Customer Service experience.
• Experience in the Financial Services or Banking industry.
• Prior experience in Collections or Risk Coordination.

Benefits That Fill Your Cup

We believe great work shouldn't sacrifice your well-being. Our comprehensive benefits include:

• Full medical, dental, and vision insurance.
• 401(k) and stock purchase plans.
• Quarterly paid training and career development.
• Mental wellness support and backup childcare.