Spanish Customer Experience Analyst

About the role

As a Spanish Customer Experience Analyst, you will serve as a key point of contact for Spanish-speaking customers in a fast-paced, customer-focused environment. You will manage customer inquiries and service requests across multiple communication channels, resolve concerns efficiently, and deliver a high standard of customer service in both Spanish and English. Working as part of an international operations team, you will handle cases from initiation to resolution, ensure adherence to established policies and procedures, and collaborate with internal stakeholders to support service excellence and continuous improvement initiatives.

Key responsibilities

• Deliver excellent customer service to Spanish-speaking customers across multiple communication channels
• Handle customer inquiries related to financial products, payments, cards, digital services, and account-related concerns
• Communicate professionally and confidently in both Spanish and English
• Process customer requests accurately while adhering to established procedures and compliance requirements
• Manage customer inquiries and complaints from start to resolution
• Review and correct system-generated responses when necessary
• Adapt across different processes and communication channels based on business needs
• Support productivity, quality, and service-level objectives
• Collaborate with colleagues and stakeholders to achieve shared goals
• Apply risk and compliance standards in daily operations

About you

• B2 Spanish Language Certification (minimum) is required
• Strong English communication skills (written and verbal)
• A college degree or equivalent professional experience, ideally within banking, shared services, customer service, or a BPO environment
• Excellent customer service and problem-solving abilities
• Analytical thinking, attention to detail, and the ability to manage multiple priorities
• Flexibility to work on weekends, holidays, overtime, and rotating schedules with two rest days per week (including possible split rest days)