Bilingual (Spanish) Consumer Support Rep - ACI Worldwide

If you've ever used an ATM, paid a bill through your phone, sent money to a friend or shopped online, chances are your transaction was safeguarded and processed using our software. Now it's your turn to serve the payment needs of organizations and people the world over.

JOB SUMMARY:
Provide timely, accurate resolution of complex customer service inquires complaints or problems that are received by phone, email or other sources regarding our high tech, interactive online banking products. Performs support to consumers paying bills using ACI's telephone or web-based applications. Offers add-on products and services to end-users as appropriate.

JOB RESPONSIBILITIES:

• Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.
• Answers customer inquiries in a friendly and professional manner and provides timely, accurate resolution to basic login credential online banking and bill payment inquiries with minimal supervision.
• Makes outbound phone calls to end-users to ensure timely resolution of open issues or to provide premium outbound services by welcoming callers to the service.
• Tracks customer inquiries using online tracking system.
• Uses tools and resources available to efficiently and accurately solve problems and answers questions as they relate to all products supported.
• Identifies potential system or process-related issues and escalates appropriately.
• Identifies add-on products and services available to end-users, and executes appropriate referral procedures. Offers opportunities to end users to purchase additional products and services, as appropriate.
• Ability to meet established productivity metrics, depending on department goals.
• Perform other duties as assigned.

• High School diploma or equivalent required.
• 2 years' experience in a customer service role including experience responding to telephone inquiries
• Flexibility to work overtime is required.
• Must be detail-oriented and possess exceptional problem-solving and follow-up skills.
• Must be Bilingual (Spanish)

PREFERRED JOB QUALIFICATIONS:

• Associate's degree or higher preferred.
• Excellent customer service and verbal and written communications skills.
• Ability to utilize Internet and MS Office products.
• Banking industry experience preferred.
• Experience using Remedy Force or similar trouble ticket tracking system desired.

Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.

Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally

#LI-AM1ACI Worldwide is a global leader in mission-critical, real-time payments software . Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments , power omni-commerce payments , present and process bill payments , and manage fraud and risk . We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.