Customer Service Agent - Personal Loan Support

About the role

Fusion CX is hiring Customer Service Agents in El Salvador to support U.S. personal loan applicants and co-signers through the loan application process. The agent answers questions about requirements and status, reviews submitted documents, explains the co-signer lending model and provides general account support. The role combines customer service with basic financial knowledge and calls for clear communication, attention to detail and discretion with sensitive information.

Key responsibilities

• Answer questions from applicants and co-signers about application processes, requirements and status
• Review customer documentation and communicate missing information or required corrections
• Explain the co-signer lending model and available financing options clearly and accurately
• Provide account support such as data updates, application status checks and general inquiries
• Protect personal and financial information by following customer verification and compliance protocols
• Document every customer interaction and escalate cases needing further review
• Meet quality, customer satisfaction and productivity targets

Required profile

• C1 advanced English, with strong spoken and written communication
• At least 18 years old and holds a valid driver's license
• Completed high school education
• Minimum 6 months of customer service experience, preferably in a contact center
• Availability for rotating shifts, including weekends and holidays; 100% attendance during initial training
• Ability to handle personal and financial information confidentially

Required skills

• Solid computer skills: web navigation, multiple windows and systems, email, Microsoft Office or Google tools
• Functional typing and strong written English
• Preferred: previous experience in financial services, lending or banking support, and knowledge of U.S. credit terms such as credit score, APR and co-signer