How will you make an impact in this role? • Deliver a great customer experience in every interaction. • Solve issues fast by using product knowledge and digital tools. • Build trust and loyalty as the first point of contact. • Identify customer pain points and share improvement ideas. • Meet and exceed key performance goals (Quality, CHT, RTF). • Follow procedures and document interactions with accuracy. • Encourage digital adoption and self-service use. • Participate in coaching to improve skills and results. • Share best practices and support peers. • Escalate trends that impact customers or processes. • Adapt quickly to new tools, policies, and customer needs. • Reduce repeat calls byP fully resolving the issue the first time. • Protect customer data and act with integrity Minimum Qualifications •  Flexibility to work 6 hours/ 5 days per week on both day and evening schedules (between 6:00am and 11:00pm); weekend availability is required.  •  Bachelor’s degree completed or ongoing university studies (at least 50% of the program completed).  • 1+ year of customer service experience (phone, chat, or face-to-face). • Strong communication skills with clear, customer-focused messaging. • Ability to manage difficult conversations with empathy and professionalism. • Basic proficiency using digital tools, CRMs, and multitasking while interacting with customers. • Availability to work on rotating schedules, including weekends/holidays. • Proven ability to follow procedures and meet performance expectations.   • Preferred Qualifications • Experience in contact centers within financial services, retail, travel, or BPO environments • Bilingual proficiency (English/Spanish) in verbal and written communication. • Familiarity working in KPI-driven environments (Quality, CHT, RTF, FCR, ACR). • Experience educating customers on self-service tools or digital adoption. • Demonstrated ability to identify customer pain points and propose improvements. • Strong problem-solving and de-escalation skills in complex scenarios. • Experience providing peer coaching, mentoring, or training support.