We are seeking a Client Care Representative to join our newly established Client Care team. This role serves as the first point of contact for inbound customer calls, addressing a wide range of customer inquiries within a financial services environment. This is a remote position based in Mexico, supporting customers in the US.

Key Responsibilities

· Respond to inbound customer calls in a professional and courteous manner

· Address customer inquiries spanning the full customer lifecycle, from applications to ongoing account servicing

· Provide accurate information and send any follow-up documentation or confirmations required to fully resolve each inquiry

· Escalate or transfer inquiries outside standard scope to the appropriate department, with accurate documentation

· Meet or exceed established call center performance metrics, including Average Handle Time (AHT), wrap-up time, first-call resolution (FCR), and customer satisfaction (CSAT)

· Maintain accurate and complete records of customer interactions

· Adhere to compliance, quality, and service standards required in a financial services environment





· Identify trends in customer inquiries and share feedback to support process improvements

Qualifications

Required

· High school diploma or equivalent

· Minimum 3 years of experience in a call center or contact center role at a financial institution or financial services BPO

· Experience directly supporting customers based in the US

· Proven track record of meeting call center performance metrics

· Fluent English, spoken and written

· Basic computer proficiency, with a minimum typing speed of 35 WPM

· Reliable internet connection and a quiet home workspace suitable for handling client calls

Preferred

· Associate's or Bachelor's degree

· Experience with a CRM or ticketing platform (e.g., Zendesk, Freshdesk, Salesforce)

Job Type: Full-time

Pay: $13,000.00 - $18,000.00 per month

Education

- High school or equivalent (Preferred)

Experience:
- US financial institution: 2 years (Preferred)

Language:
- English (Preferred)

Work Location: Remote

📌 Client Care Representative (Monterrey)
🏢 MX Connect
📍 Monterrey