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

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 ideal 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.
• Protect confidential customer, account, and personal information at all times.
• Follow applicable security, fraud-prevention, servicing, regulatory, and compliance procedures.
• Meet established performance standards, including quality, productivity, customer satisfaction, schedule adherence, and compliance.
• Take ownership of customer concerns and work toward resolution during the initial interaction whenever possible.

Required Qualifications

• Advanced spoken and written English and Spanish.
• Ability to communicate naturally and professionally with U.S.-based customers.
• Minimum one year of customer service, consultative support, or closely related professional experience.
• Strong verbal communication and active-listening skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to remain calm, professional, and solution-oriented during sensitive or difficult conversations.
• Strong computer skills and the ability to navigate multiple systems simultaneously.
• Excellent attention to detail, accuracy, and follow-through.
• Ability to exercise sound judgment when reviewing customer and account information.
• Ability to handle confidential and sensitive information with integrity.
• Ability to receive feedback, learn new processes, and adapt to changing situations.
• Reliable attendance, punctuality, and schedule adherence.
• Availability to work flexible shifts between 6:00 a.m. and 10:00 p.m., including weekends.
• Ability to comply with the hybrid onsite schedule in Mexico City.
• Minimum one-year diploma, degree, or equivalent post‑secondary education credential.

Preferred Qualifications

• Previous experience in a contact-center environment.
• Experience in financial services, banking, fraud prevention, account security, payments, or another regulated customer-service environment.
• Experience investigating customer concerns or reviewing information to make account-related decisions.
• Experience working with customer-service quality and performance metrics.
• Strong negotiation and objection-handling skills.
• Experience providing consultative customer support and recommending solutions based on individual needs.
• Ability to adapt communication style to different personalities and situations.

Work Environment

• Full-time hybrid position based in Mexico City.
• Three onsite workdays per week.
• Work location near Avenida Patr