Customer Service Agent (Fintech Campaign)

Ubiquity; Bogotá; On-site; COP 20,088,000 - 33,480,000; Full time

Job summary

Ubiquity is looking for a bilingual Customer Service Representative to support customers with banking and financial services inquiries during our high season. You will handle customer interactions, identify needs, investigate issues, and provide accurate and effective solutions while delivering an outstanding customer experience.

Please note: This is a fixed-term position to support our high-season operations.

Qualifications

• High school diploma or equivalent.
• At least 9 months of experience in financial services or banking.
• Strong understanding of fraud, electronic funds transfers, reconciliations, chargebacks, US banking regulations, and disputes.
• Strong customer service and problem‑solving skills.
• Excellent verbal and written communication skills.
• Ability to ask probing questions, investigate issues, and identify appropriate solutions.
• Ability to follow detailed instructions and established procedures.
• Intermediate PC navigation skills while managing customer interactions.
• English proficiency of 85%–90%, with the ability to read, write, speak, and understand English in a business environment.
• Flexibility to work different shifts, including weekends, overnight shifts, holidays, and additional hours as required by business needs.

Responsibilities

• Deliver outstanding customer service by making customer satisfaction a top priority.
• Handle customer interactions professionally, empathetically, and respectfully.
• Identify customer needs, ask relevant questions, and clarify information to understand each situation.
• Research customer issues and provide accurate, effective solutions.
• Explain procedures, answer questions, and provide clear information regarding banking and financial services.
• Follow established procedures and guidelines to resolve customer inquiries.
• Maintain a positive and professional attitude in a fast-paced, high‑pressure environment.

Skills

Customer service

Problem solving

Verbal communication

Written communication

Probing questions

Follow procedures

PC navigation

English proficiency

Shift flexibility

Fraud awareness

Education

High school diploma or equivalent

Job description

About Ubiquity

Recognized as a leading CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better.At Ubiquity, we believe in Head, Heart, and Hustle: industry expertise, collaboration, empathy, perseverance, and a commitment to achieving results.

Come as U are, because U Matter at Ubiquity.

About the Role

We are looking for a bilingual Customer Service Representative to join our team and support customers with banking and financial services inquiries during our high season.

In this role, you will handle customer interactions, identify their needs, investigate issues, and provide accurate and effective solutions while delivering an outstanding customer experience.

Please note: This is a fixed-term position to support our high-season operations.

Key Responsibilities

• Deliver outstanding customer service by making customer satisfaction a top priority.
• Handle customer interactions professionally, empathetically, and respectfully.
• Identify customer needs, ask relevant questions, and clarify information to understand each situation.
• Research customer issues and provide accurate, effective solutions.
• Explain procedures, answer questions, and provide clear information regarding banking and financial services.
• Follow established procedures and guidelines to resolve customer inquiries.
• Maintain a positive and professional attitude in a fast-paced, high‑pressure environment.

Requirements

• High school diploma or equivalent.
• At least 9 months of experience in the financial services or banking industry.
• Strong understanding of fraud, electronic funds transfers, reconciliations, chargebacks, US banking regulations, and disputes.
• Strong customer service and problem‑solving skills.
• Excellent verbal and written communication skills.
• Ability to ask probing questions, investigate issues, and identify appropriate solutions.
• Ability to follow detailed instructions and established procedures.
• Intermediate PC navigation skills while managing customer interactions.
• English proficiency of 85%–90%, with the ability to read, write, speak, and understand English in a business environment.
• Flexibility to work different shifts, including weekends, overnight shifts, holidays, and additional hours as required by business needs.

Our Commitment

We are committed to creating an inclusive employee experience where everyone can contribute their ideas and feel free to be their authentic selves, regardless of race, gender, religion, sexual orientation, age, or disability.

Sound like the right fit? Your tomorrow looks bright at Ubiquity.