Bilingual CSR (English/Spanish)

AppleOne Employment Services; Gurabo (PR); On-site; USD 15,000 - 18,000; Full time

Job summary

AppleOne Employment Services seeks a Bilingual CSR (English/Spanish) for a temp-to-hire call center role in Gurabo, PR within the financial services sector. You will handle inbound/outbound calls, verify identities, and document transactions in internal systems.

The ideal candidate communicates clearly in both languages, excels in a fast-paced environment, and maintains confidentiality and accuracy while delivering strong customer service.

Qualifications

• High school diploma required.
• 1–2 years of customer service or call center experience preferred.
• Bilingual in English and Spanish, both verbal and written.
• Research, analyze, document, and resolve inquiries using internal systems.
• Strong typing, data entry, and documentation skills.
• Experience in regulated industries (banking/financial services) valued.

Responsibilities

• Answer inbound and outbound customer calls professionally.
• Provide support on financial products and services.
• Validate customer identity per security protocols.
• Document all interactions in CRM or internal systems.
• Resolve issues on first contact when possible; escalate as needed.
• Meet call quality and service level targets.

Skills

Bilingual English/Spanish

Typing speed & accuracy

Communication skills

Interpersonal skills

Documentation & data entry

Problem solving

Active listening

Confidentiality

Ability to work under pressure

Education

High school diploma

Associate or bachelor’s degree preferred

Tools

CRM systems

Microsoft Office

Internal platforms

Proprietary call center platforms

Job description

Job Summary

We are seeking a Bilingual CSR English/Spanish for a temp-to-hire call center opportunity in Gurabo, PR within the financial services industry. This role is ideal for a customer-focused professional who enjoys helping clients, resolving questions, and providing accurate support in a fast-paced, high-volume environment.

Key Responsibilities

• Answer inbound and outbound customer calls in a professional, courteous, and efficient manner.
• Provide support related to financial products and services, including checks, banking correspondence, and associated service inquiries.
• Validate customer identity by following established security and compliance protocols.
• Document all customer interactions accurately in internal systems, CRM tools, or proprietary platforms.
• Resolve customer concerns during the first contact whenever possible and elevate complex issues according to procedure.
• Meet performance expectations related to call quality, compliance, service levels, and average handle time.

Compensation and Benefits

• Pay: $11.00 per hour.
• Job Type: Temp-to-Hire.
• Location: Gurabo, PR.

Required Qualifications and Skills

• Provide bilingual customer support by phone in English and Spanish.
• Research, analyze, document, and resolve customer inquiries using internal systems.
• Support customers with financial services-related questions while maintaining privacy and compliance standards.
• Meet call center performance metrics in a fast-paced, high-volume environment.
• High school diploma required.
• 1 to 2 years of customer service or call center experience preferred.
• Bilingual in English and Spanish, verbal and written.
• Experience in regulated industries such as banking, insurance, healthcare, or financial services is highly valued.
• Basic to intermediate computer skills, including Microsoft Office, CRM systems, and multiple internal platforms.
• Strong typing, data entry, and documentation skills.
• Excellent communication, active listening, problem-solving, and interpersonal skills.
• Ability to work under pressure while maintaining accuracy, professionalism, and a customer-focused attitude.
• Strong attention to detail, organization, confidentiality, and follow-through.

Preferred Qualifications

• Associate degree or bachelor’s degree preferred.
• Prior experience in financial services, banking, insurance, or another regulated customer service environment.
• Experience using CRM systems or proprietary call center platforms.
• Familiarity with compliance procedures, customer identity verification, and handling confidential financial information.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.