Bilingual Customer Support Specialist (Spanish English)

We are seeking a Bilingual Customer Support Specialist (Spanish/English) to provide exceptional customer service and support callers experiencing complex situations, including potential fraud-related concerns. The ideal candidate is a strong communicator who can confidently assist customers in both English and Spanish while maintaining professionalism, empathy, and accuracy.

• High School Diploma or GED required; some college coursework or degree preferred.
• Fluent in both Spanish and English, including verbal and written communication.
• Minimum of 1 year of customer service or customer support experience.
• Experience handling escalated or complex customer situations preferred.
• Ability to successfully pass a criminal background check.
• Ability to work from home with a dedicated, distraction-free workspace.
• Strong computer skills and the ability to navigate multiple systems while assisting customers.
• Flexibility to work the required schedule of Monday through Friday, 10:00 AM to 6:00 PM EST.

• →Handle inbound customer calls in both English and Spanish.
• →Assist customers with complex situations, including potential fraud-related concerns.
• →Provide accurate information and unbiased guidance while following established procedures.
• →Utilize multiple software systems and resources simultaneously during customer interactions.
• →Demonstrate critical thinking and problem-solving skills to address customer needs.
• →Collaborate with Tier 2 and Tier 3 support teams to resolve issues efficiently.
• →Manage challenging customer interactions professionally and empathetically.
• →Communicate effectively with team members, supervisors, and leadership in a virtual environment.
• →Complete additional duties and responsibilities as assigned.

• Excellent communication skills in English and Spanish.
• Strong customer service and active listening skills.
• Professionalism, patience, empathy, adaptability, and teamwork.
• Ability to remain calm under pressure and navigate emotionally sensitive conversations.
• Strong organizational and multitasking abilities.