Bilingual Fraud Prevention Specialist | Financial Services | Hybrid – Mexico City

Location: Mexico City, CDMX
Work Model: Hybrid — three days per week onsite
Employment Type: Full-time
Schedule: Flexible availability required Monday through Sunday, between 6:00 a.m. and 10:00 p.m.
Days Off: Two days off per week
Training: Paid onboarding and training provided

Position Overview

We are seeking bilingual customer-service professionals to support fraud-prevention and account-protection operations for a leading global financial services organization serving customers in the U.S. market.

In this role, you will assist customers experiencing suspected fraudulent or unauthorized account activity, review account information to identify potential risk, investigate reported concerns, and determine the appropriate next steps to help protect both the customer and their account.

This position combines customer service, analytical thinking, problem-solving, and sound judgment. The idóneo candidate communicates naturally in English and Spanish,



remains composed during sensitive or high-pressure situations, and takes ownership of each customer interaction from beginning to end.

Key Responsibilities

• Handle a steady volume of customer calls in a structured, fast-paced contact-center environment.

• Assist customers experiencing suspected fraudulent or unauthorized account activity.

• Review account information and customer-provided details to identify potential fraud, unusual activity, or risk indicators.

• Gather and analyze relevant information to determine appropriate actions and next steps.

• Ask effective questions and provide personalized solutions based on each customer's situation.

• Communicate clearly, professionally, and empathetically during sensitive or stressful customer interactions.

• Apply sound judgment and decision-making when evaluating customer and account situations.

• Navigate multiple systems and applications simultaneously with speed and accuracy.

📌 Bilingual Fraud Prevention Specialist | Financial Services | Hybrid – Mexico City (Ciudad de México)
🏢 New Comienzos
📍 Ciudad de México