Trilingual Client Care Consultant (Fintech)

TL;DR

Trilingual Client Care Consultant (Fintech): Resolving complex transaction, billing, and technical issues for hirify.global clients with an accent on high-value customer service and escalation management. Focus on identifying operational improvements, leading cross-functional projects, and leveraging Generative AI tools to optimize support workflows.

Location: Bogota, Colombia

Company

hirify.global is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions, and government entities across more than 200 countries.

What you will do

• Solve complex client problems and handle escalated issues, serving as a primary point of contact for high-priority matters.
• Lead and assist in department projects and cross-functional initiatives involving Sales, Product, Risk, and Legal teams.
• Collaborate proactively with clients to identify efficiencies and maintain communication throughout the resolution process.
• Identify operational improvements to enhance service quality and report accomplishments to senior management.
• Educate clients on best practices, manage complex change requests, and provide updates on payment industry trends.
• Utilize Generative AI tools (e.g., ChatGPT, Microsoft Copilot) to support daily operational efficiency.

Requirements

• Bachelor's Degree with 5+ years of relevant work experience (or Advanced degree with 2+ years).
• Trilingual proficiency in English, Spanish, and Portuguese.
• Must be based in Bogota, Colombia.
• Proven experience in handling escalated client issues and complex problem resolution.
• Experience leading cross-functional projects and collaborating with internal stakeholders.

Nice to have

• Experience in financial services, payments, software, or information services industries.
• Expert-level knowledge of hirify.global authorization, clearing systems, disputes, and processing platforms.
• Strong background in relationship management and strategic thinking.
• Ability to perform deep analysis of written or computer-generated material to identify trends.

Culture & Benefits

• Opportunity to create impact at scale within a global leader in payment technology.
• Inclusive work environment as an EEO Employer.
• Professional growth opportunities through tackling meaningful global challenges.