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Global Financial Services Specialist

Basic Information

Ref Number

Req_00155234

Primary Location

GT - Guatemala - Torre Pradera

Country

Guatemala

Description and Requirements


Key Responsibilities

  • Act as the primary voice for customers, offering clear and friendly support for financial service inquiries over the phone.

  • Help clients with questions about money transfers, payment statuses, or account details with patience and accuracy.

  • Work closely with teammates to ensure consistent and effective handling of customer escalations.

  • Build trust with callers by listening carefully and providing tailored assistance to meet their financial needs.

  • Observe call trends to identify ways to improve customer confidence and service reliability.

  • Collect customer feedback during interactions to recommend enhancements to financial support processes.

  • Step up to address urgent or detailed inquiries when call volumes change, maintaining smooth service flow.

  • Team up with supervisors to manage and clear call backlogs efficiently.

  • Reach out to customers post-call to ensure their financial concerns are resolved and satisfaction is achieved.

  • Collaborate with Operations teams to refine procedures and elevate the customer experience.



Requirements



  • Work Modality: Must be flexible to work on-site

  • Education: Minimum High School Diploma or equivalent certification required.

  • Language: English B1 Spoken & Written (CEFR).

  • Background Check: Must pass a local and international criminal record check (BGC).

  • Employment Verification: Required.

  • Legal Documentation:

    • Boleto de Ornato

    • NIT

    • DPI

Join our team and be part of a dynamic environment where you can develop your financial service expertise and provide exceptional support to clients!

Additional Job Description


This role specializes in CX solutions for the financial services industry. The Global Financial Services Specialist supports customers with money transfers, compliance, fraud prevention, and account inquiries. The role requires strong communication, problem-solving, and attention to detail. Responsibilities include handling transactions, troubleshooting issues, ensuring compliance, and delivering high-quality service across multiple channels. Candidates must understand financial regulations and risk assessment. This fast-paced role focuses in the financial sector while maintaining service excellence and security.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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