Customer Service Representative

Confidential Employer; Illinois; On-site; USD 36,000 - 48,000; Full time

Job summary

Confidential Employer in the United States is seeking a Customer Service Representative – Spanish Speaker (Level 1) to provide frontline support to cardholders across banking, rewards programs, and loyalty services.

The role requires excellent English and Spanish communication, experience in customer service or contact centers, and the ability to work across phone, email, and chat while following established procedures and protecting sensitive data.

Qualifications

• Previous contact-center or customer-service experience preferred.
• Fluent Spanish and strong English communication.
• Excellent listening and problem-solving skills.
• Proficient with CRM and multi-system navigation.
• Ability to adhere to processes and security controls.
• Willingness to work US-hours shifts.

Responsibilities

• Serve as first point of contact across phone, email, and chat.
• Provide Level 1 support for cardholders in FinTech services.
• Explain program terms and resolve inquiries with accuracy.
• Document interactions and outcomes in the case-management system.
• Escalate issues to Level 2/3 when needed.
• Maintain up-to-date knowledge of products and processes.
• Maintain confidentiality of customer data.

Skills

Spanish communication

Customer service

English communication

Multi-channel support

Documentation

Tools

CRM software

Ticketing systems

Job description

Customer Service Representative – Spanish Speaker (Level 1)

We are seeking a professional and customer-focused Customer Service Representative – Spanish Speaker to join a U.S.-based FinTech and financial services engagement. The successful candidate will provide Level 1 customer support to cardholders participating in banking, credit-union, loyalty, and rewards programs.

This role is ideal for an individual with previous customer service or contact‑center experience who is comfortable supporting customers through multiple channels, including phone, email, and chat.

The position requires excellent communication skills in English and Spanish, strong attention to detail, effective problem‑solving abilities, and the ability to work within established processes and service standards.

Key Responsibilities

• Serve as the first point of contact for customers and provide professional, accurate, and personalized support across phone, email, and chat.
• Handle customer inquiries related to loyalty programs, rewards, account navigation, reward ordering, earning and redemption rules, order status, and general program support.
• Listen actively, identify customer needs, gather relevant information, and provide clear and accurate resolutions.
• Explain program terms, procedures, available rewards, and applicable processes using approved knowledge resources.
• Perform outbound follow-up when required to resolve open cases, respond to voicemail, obtain missing information, or support approved campaigns.
• Accurately document customer interactions, actions taken, outcomes, commitments, and escalation details within the designated CRM or case‑management system.
• Navigate multiple systems, applications, and client programs while maintaining accuracy and adherence to established processes.
• Identify issues requiring escalation and route them through the appropriate Level 2/Level 3, technical, fraud/risk, or management channels.
• Maintain up‑to‑date knowledge of products, policies, procedures, system updates, and client‑specific requirements.
• Participate in training, nesting, coaching, quality reviews, calibration sessions, and continuous‑improvement activities.
• Maintain strict confidentiality when handling customer, payment, cardholder, and personal information.
• Follow applicable security, privacy, authentication, PCI‑aligned, and data‑protection procedures.
• Consistently meet established customer experience, quality, efficiency, service‑level, and attendance expectations.

Required Qualifications

• Previous experience in customer service, contact‑center operations, technical support, financial services, FinTech, e‑commerce, travel/rewards, or another customer‑facing environment is preferred.
• Fluent or strong Spanish communication skills, both spoken and written, for bilingual customer support.
• Excellent spoken and written English with clear pronunciation and professional communication.
• Strong customer service and interpersonal skills.
• Excellent active listening, problem‑solving, and conflict‑resolution abilities.
• Strong computer literacy and the ability to work confidently across multiple applications and systems.
• Experience using CRM, case‑management, ticketing, or customer‑support platforms is an advantage.
• Strong attention to detail and accuracy in data entry and documentation.
• Ability to follow established procedures, security controls, and escalation processes.
• Ability to work scheduled shifts aligned with U.S. operating hours.

Preferred Experience

Experience supporting customers within banking, credit cards, payments, FinTech, financial services, loyalty programs, or rewards programs is an advantage.

Experience working in an omnichannel customer‑service environment involving phone, email, and chat is also preferred.

Training & Development

The selected candidate will complete structured onboarding and product training, followed by nesting, coaching, and ongoing knowledge refreshers. Training and readiness assessments will be completed before the candidate handles customer interactions independently.

The role initially focuses on Level 1 support, with opportunities to develop capabilities toward more advanced Level 2 and Level 3 support as the engagement matures.