Bilingual Drt Agent

hace 7 meses

Madrid, España Ouro A tiempo completo

**About the company**:
Ouro is dedicated to delivering financial empowerment to millions of Americans, leveraging a proprietary payments technology platform that fuels its fintech product innovations. From prepaid, credit and debit account solutions, to digital account and money movement services, Ouro has a broad suite of products and technologies that deliver exceptional experiences for its customers and business partners across co-branded, white label and banking-as-a-service verticals. Since its founding in 1999, Ouro products have helped millions of consumers nationwide, and processed tens of billions of dollars.
- Present day:_ Legendary Austin fintech Ouro has opened a new chapter in its role as market maker with the return of its visionary founders Roy and Bertrand Sosa. The combined company meshes Ouro’s customer and partner portfolios, payments platform and innovations with the international footprint and money movement capabilities of Rêv Worldwide, the company the Sosas founded after Ouro. The reunion creates a revitalized financial services innovator on a mission to reimagine financial services for consumers around the world and to redefine the industry once again.

Ouro fosters a high-performance culture and we are building a unified platform and product suite capable of bringing financial mobility and freedom to consumers around the world despite differences in language, currency, culture, and geography.

**The role**:
**What You’ll Do**:

- Becomes familiar with products and services while assisting with routine updates and documentation (e.g. name/address changes, returned mail, etc.) of cardholder/corporate accounts. Follows policies and procedures to validate documents.
- Becomes familiar and assists with determining/recognizing the basis of cardholder requests that involve potential fraud, compliance, legal, collection or chargeback issues and forwards to the appropriate department for resolution. Picks up, reviews, sorts, digitally scans, and distributes mail for appropriate action, as directed.
- Follows basic standards/policies/procedures, regulations and Association requirements as observed through training, reference material and various software tools as directed.
- Work closely with internal departments including Customer Service, Legal, Recoveries, Disputes, New Accounts, EFT Processing, Compliance, and Fraud
- Effectively communicates to customers the next steps required for their accounts and decisions made with regards to their accounts
- Adhere to a strict attendance and punctuality policy
- Adhere to strict compliance and regulatory requirements

**Experience We’re Looking For**:

- High School Diploma or Equivalent
- Must be proficient and fluent in Spanish and English, both speaking and writing
- _ 1+ years related work experience_
- Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
- Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice.
- Supervision - Normally receives detailed instructions and follows established procedures
- Computer skills - Knowledge in applicable software, e.g. Microsoft Office, Zendesk, Salesforce
- Communication skills - Frequent written and verbal communication with cardholders, clients and vendors (US Postal Service)
- Detailed oriented with excellent organizational skill
- Ability to follow established procedures while reviewing documents and accounts
- Ability to excel in a high-tech, fast paced environment
- Sound problem-solving skills and ability to solve customer issues in an efficient and courteous manner
- Strong work ethic and demonstrates excellent record of attendance and punctuality

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