Job Title
Job Title:
Call Center Customer Service Representative (Banking)
Location:
Onsite – Paseo de la Reforma, Mexico City
Work Mode:
Onsite
Shift Duration:
10-hour shift
Work Schedule:
Monday to Saturday
Sunday:
Fixed weekly off
One additional weekly off:
Any day between Tuesday to Saturday
Compensation & Benefits
Total Monthly Salary:
MXN 21,000
which Includes
Base Salary
Food Coupons
Monthly Performance Bonus
and
Meal Allowance
plus benefits
General Function
The Call Center Customer Service Representative is responsible for handling customer telephone calls in English and spanish while delivering exceptional customer service. The role focuses on resolving customer inquiries efficiently during the first interaction, educating customers on bank products and services, and identifying opportunities to upsell and cross-sell based on customer needs. The position requires adherence to the bank’s policies, procedures, and risk framework to ensure a positive and compliant customer experience.
Key Responsibilities
Handle inbound customer calls in a professional and courteous manner
Communicate fluently in English and spanish
Provide accurate information regarding banking products, services, and policies
Resolve customer inquiries during the initial call without unnecessary transfers
Complete required follow-ups within committed timelines
Maintain strict customer confidentiality and comply with departmental policies
Accurately enter, update, and verify customer information in internal systems
Initiate and complete documentation and request forms as required
Effectively use computer systems for call tracking, troubleshooting, and data entry
Educate customers on bank products and services, including upselling and cross-selling when appropriate
Identify and suggest improvements to processes that enhance productivity and customer satisfaction
Continuously update knowledge of banking products, services, and procedures
Perform additional duties as assigned
Minimum Qualifications & Skills
High school diploma or equivalent required
Basic computer skills with the ability to perform data entry
Knowledge of banking products and procedures is an advantage
Prior customer service or call center experience preferred
Excellent verbal communication and telephone etiquette
Strong problem-solving skills and customer-focused attitude
Ability to work in a fast-paced, onsite call center environment
