Job Summary: We are seeking a professional to validate, authorize, manage, and resolve incidents related to deposit accounts and configurations, as well as provide functional and technical support to customers. Key Highlights: 1. Opportunity to develop your professional career in a global company. 2. Be part of multidisciplinary and diverse teams. 3. Promote responsible banking, diversity, and inclusion. **Do you want to develop your professional career?** BBVA is a global company with over 160 years of history, operating in more than 25 countries where we serve over 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with diverse profiles, including finance specialists, legal experts, data scientists, developers, engineers, and designers. Our people make the difference in our success. **Contract Type:** Regular (Indefinite) **What Are We Looking For?** * Validate and authorize requests for changes to deposit accounts, verifying ownership (e.g., Netcash) to prevent identity fraud. * Manage the daily support queue, prioritizing critical cases to ensure compliance with the 24-hour SLA and avoid disrupting customer operations. * Resolve incidents that the Contact Center (Level 1) could not solve, related to POS configuration or transaction errors. * Execute changes to legal name, tax address, or contact information in core systems, ensuring data quality. * Conduct outbound outreach campaigns to customers experiencing transaction failures to reactivate billing or detect technical issues. * Investigate and respond to complaints regarding operational errors or questions about settlements (functional support). * Provide telephone guidance to customers on using complex POS or Portal functionalities. * Alert on unusual spikes in calls or complaints that may indicate a systemic failure. * Perform other duties assigned by the team leader and drive continuous improvement of the role. Requirements: * Technical or university degree in Administration, Industrial Engineering, Systems Engineering, or related fields. * Experience in Operations or related areas (Channel Management). * Experience managing suppliers. * Experience achieving supplier and performance targets. * Experience leading continuous improvement projects. * Proficiency in Google Suite. * AI proficiency (valued). * Soft skills: analytical ability, proactivity, adaptability, teamwork, effective communication, decision-making. **Responsible Banking** --------------------- Our responsible banking model **aims to build a more inclusive and sustainable society.** Because the future of finance is financing the future. We began with the spirit of helping others make the best financial decisions. That spirit remains today and drives us forward, prioritizing innovation and digital transformation, and making the opportunities of this new era accessible to all. **Diversity** -------------- At BBVA, we believe that having a **diverse team** makes us a better bank. For this reason, we **actively support diversity, inclusion, and equal opportunity**, regardless of race, gender, age, religion, sexual orientation, gender identity, gender expression, among others. We foster a collaborative and inclusive work environment that allows each person to show their best self. **Our Values** -------------------- **Our values define our identity** and are the driving force enabling us to fulfill our purpose and guiding all our actions and decisions. **Legal Requirements** If the position you are applying for is located outside the country where you currently reside, you may need to obtain a visa and/or work permit and/or residence permit, as well as comply with any other requirements mandated by local labor and immigration regulations or applicable professional regulations for the position in that country. If you are selected as the final candidate, BBVA may assist you with the corresponding permit/visa application process, with the understanding that if, for any reason (i.) the relevant visa and/or work permit and/or residence permit is not issued, or (ii.) any other requirements mandated by local labor and/or immigration and/or professional regulations applicable to the performance of the position in that country are not met, unfortunately you will be excluded from the position. Likewise, if you already hold a visa and/or work permit and/or residence permit for the relevant country, please indicate this when applying for the position.