Summary:

Within the Customers and Savings area, we are dedicated to managing all customer contact channels—including telephone and email communications—with professionalism and care. Our mission is to provide exceptional service and reliable support during critical moments, ensuring customers feel heard, valued, and guided when it matters most. Excellence in customer service is not just a goal—it is a standard. Every interaction, even under pressure, is an opportunity to build trust, offer guidance, and make a meaningful impact.

FUNCTIONS:

· Ability to handle a high volume of inbound and outbound calls in a fast-paced environment with excellent customer service through the telephone channel and/or email.

· Customer service through video calls.

· Proven ability to manage 50+ calls per day, addressing customer needs efficiently and professionally.

· Proactive commercial management, completing onboarding processes, and second products opening.

· Management of incidents and escalation to the Operational Consultant.

· Strong phone etiquette and ability to remain composed during high call traffic.

· Modification of user's personal data: phone number/email

· Creation of cases for the Operational Consultant.

· Handling calls regarding account freezes due to regulatory matters.

· Handling requests and complaints, and escalating them to the Operational Consultant.

· Verification of wire transfers.

· Fraud prevention (management of blocks and escalation to the Operational Consultant.

REQUIREMENTS:

Educational Background:

· High school diploma

· Associate degree or higher (preferred)

Experience:

· Customer service experience 2+ yrs.

· Call Center experience (preferred) – any sales vertical

Functional Competences:

· Proven ability to handle a high volume of inbound and outbound calls with professionalism and efficiency. Please tone of voice.

· Strong verbal communication skills and excellent phone etiquette.

· Active listening skills with the ability to fully understand customer needs and respond appropriately.

· High level of empathy and emotional intelligence when interacting with diverse individuals.

· Demonstrated patience and composure in high-stress or emotionally charged situations.

· Experience with people management or team coordination is a plus.

· Capable of motivating and guiding team members to meet performance goals.

· Proficient with CRM systems, call center software, and Microsoft Office tools.

· Strong multitasking, organizational, and time management abilities.

Equal Opportunity Employer

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Contact information

Diego Mejia