Spanish Risk & Preservation Agent

About the Position

We are seeking an experienced Spanish Risk & Preservation Agent to join our dynamic team in Cape Town, Western Cape. The ideal candidate will specialize in managing client cancellations, refunds, chargeback disputes, and online reputation cases while ensuring quality assurance (QA) on client calls. This role requires exceptional communication skills, experience in risk and preservation, and proficiency in multiple languages to effectively engage with a diverse client base.

Responsibilities

• Client Retention & Risk Mitigation:

  • Handle clients requesting cancellations and refunds, working towards resolutions that preserve revenue and maintain customer satisfaction.
  • Analyze refund requests and chargeback cases, ensuring compliance with company policies and legal frameworks.
  • Negotiate alternative solutions, such as service adjustments, partial refunds, or continued engagement.

• Chargeback & Dispute Resolution:

  • Investigate & maintain records of all chargeback cases for reporting and trend analysis.

• Quality Assurance (QA) & Compliance:

  • Monitor and evaluate agent calls to ensure compliance with company policies, legal standards, and quality benchmarks.
  • Provide feedback and coaching to agents to improve communication, customer handling, and risk mitigation strategies.
  • Implement process improvements to enhance the overall client experience and reduce cancellation rates.

• Online Reputation Management:

  • Address negative client feedback and online complaints to protect the company’s reputation.
  • Collaborate with the ORM team to manage public relations issues stemming from risk-related cases.
  • Draft professional and strategic responses to client concerns on review platforms and social media.

• Cross-Functional Collaboration:

  • Work closely with the Sales, and Customer Support teams to ensure a seamless risk management process.
  • Provide insights and reports on cancellation trends, fraud risks, and retention strategies to management.

Requirements

• Experience:

  • Minimum of 2 years in a Risk, Retention, or Chargeback role within a call center or financial institution.

• Call Center Expertise:

  • Prior experience handling customer disputes, refunds, and cancellations in a high-volume call center environment.

• Languages:

  • Proficiency in English is required; additional languages such as Spanish, French, Portuguese, or Arabic are highly preferred.

• Technical Skills:

  • Familiarity with chargeback processes and payment dispute systems.
  • Proficiency in CRM software and call monitoring tools.
  • Strong reporting and analytical skills.

• Soft Skills:

  • Excellent negotiation, conflict resolution, and problem-solving abilities.
  • Strong interpersonal skills to handle sensitive client interactions professionally.
  • Ability to remain calm and persuasive in high-pressure situations.

We Offer

• Competitive salary and performance-based incentives.
• Opportunity to work in a diverse, multilingual environment.
• Professional development and career growth opportunities.
• A supportive and dynamic team culture.