Bilingual Account Coordinator, Fraud & Disputes Inbound (Spanish)
Offer summary
Qualifications:
1+ year of relevant experience in a professional role requiring effective communication and accuracy., Fluency in both English and Spanish, with strong verbal and written communication skills., High attention to detail and strong judgment to process situations quickly., Comfortable using technology and navigating multiple tools..Key responsibilities:
- Handle inbound calls from cardholders regarding fraud or disputes in both English and Spanish.
- Gather information and assess situations to resolve fraud cases effectively.
- Provide top-tier customer service by actively listening and offering clear solutions.
- Maintain accurate records of fraud cases and ensure compliance with company policies.
Job description
Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success. By attracting top talent and leveraging cutting-edge technology, we’re enabling people to unlock real financial progress. Sound like a mission you can get behind?
We're looking for confident communicators with a sharp eye for detail, fluency in Spanish and English, and the innate desire to exceed customer expectations, to join our Customer Advocacy department as Bilingual Account Coordinators on the Fraud and Dispute Inbound (FDI) Team.
About you:
You have 1+ year(s) experience in a professional role where effective communication and accuracy are key to success.
We've found that everyone from call-center agents, administrative assistants, receptionists, front desk associates, claims processors, mortgage processors, bank tellers, retail sales associates, and customer service professionals from the restaurant and hospitality industries are well prepared for success in this critical role.
The Impact You'll Make:
You'll play a crucial role in helping Mission Lane credit cardholders resolve fraud and dispute related issues. Your ability to handle these sensitive situations with professionalism and care will assure our cardholders that their financial well-being is our top priority, while maintaining the integrity of Mission Lane products.
Day-by-day, you will:
- Be the voice of Mission Lane in a virtual call center environment, handling inbound calls from cardholders who suspect fraud or seek to dispute a charge, in both English & Spanish.
- Gather information, assess situations, and take action to resolve fraud cases.
- Help cardholders dispute transactions, ensuring the best possible outcome.
- Provide top-tier customer service by actively listening, showing empathy, and offering clear solutions.
- Keep accurate records of fraud cases and dispute resolutions.
- Follow all company policies and ensure compliance with regulatory standards.
- Maintain high quality assurance results.
Minimum Qualifications:
- 1+ year of relevant experience.
- High attention to detail and commitment to quality.
- Curious, with strong judgment to quickly process situations and identify solutions.
- Able to stay calm and composed in difficult conversations, recovering quickly from challenges.
- Strong verbal and written communication skills in both English and Spanish, with the ability to simplify complex topics into clear, easy-to-understand language.
- Comfortable using technology, learning new software, and navigating multiple tools.
- Fast and accurate typing skills.
- Adaptable to change and able to thrive in a fast-paced, evolving environment.
- Open to feedback and committed to continuous improvement.
You’ll Get Bonus Points For:
- Credit card industry experience
Work location:
- This is a remote position for residents of AR, AZ, FL, GA, MO, NC, SC, TN, TX, UT, or VA. All states are subject to change.
Workspace requirements:
- A private, quiet, and distraction-free space with no interruptions.
- Fast, reliable internet with minimum speeds of 80 Mbps download and 8 Mbps upload.
Schedule: In Eastern Time (ET); convert to your local time, as needed
100% attendance required for your first 60 days.
- Training schedule (paid):
- Duration: First 3 weeks
- Monday - Friday 8:30 AM to 5:00 PM Eastern
- Work schedule:
- Based on business need at time of hire, you may be offered one or both of the following shift options:
- Monday - Friday 11:30 AM to 8:00 PM Eastern
- Monday - Friday 9:00 AM to 5:30 PM Eastern
- Based on business need at time of hire, you may be offered one or both of the following shift options:
Compensation & Benefits:
We strive to create an environment that brings out the best in everyone, everyday, and offer comprehensive total rewards packages to support our employees' total well-being. As an Account Coordinator at Mission Lane, your compensation and benefits would include:
- Hourly Pay: $18.97
- Wellness Stipend: $100 monthly
- Internet Stipend: $40 monthly
- IT Equipment: Provided for your role during employment
- Paid Time Off: 160 hours annually
- Company Paid Holidays
- Comprehensive Benefits: Health, dental, and vision coverage
- Parental Leave: Paid leave after six months of employment
- Retirement Savings: 401(k) plan with company matching
This position offers the potential for promotion to Bilingual Account Manager within your first year of employment. Promotion from Bilingual Account Coordinator to Bilingual Account Manager is based on achievement based performance goals.
#LI-DNI
About Mission Lane:
Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia.
It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do.
In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit.
To date, over four million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores.
Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.
Interested in learning more? Check out The Mission Lane Junction for articles on culture, credit, and community, and The Mission Lane Newsroom for media mentions.
*****
At Mission Lane, we’re committed to a workplace built on respect and dignity, where everyone has the opportunity to contribute. We believe diversity in all forms makes us stronger, and we intentionally foster an inclusive environment where employees feel valued, respected, and free to be their true selves. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other protected status.
Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting peopleexperience@missionlane.com.
Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.
Required profile
Experience
Hard Skills
Other Skills
- Customer Service
- Detail Oriented
- Communication
- Technical Acumen
- Typing
- Problem Solving
- Empathy
- Adaptability
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