**Company Description:** At Maxi, we are Latinos serving Latinos. Our staff shares the same background as our customers; we know and understand their needs firsthand, and we know that helping their families is a top priority. For this reason—and many others—Maxi’s goal is to ensure our customers never feel alone, guaranteeing their money reaches its intended destination safely and promptly to bring happiness to their families. For convenient money transfers, our customers can choose to send money in person at one of our agent locations or directly by phone with our customer service team. **Job Mission:** Empathetically and respectfully address and resolve issues involving customers and agencies related to incomplete transactions. **Job Responsibilities:** Receive and handle calls from customers and agencies to resolve complaints or requests. Initiate investigations to determine reasons for incomplete transactions and accordingly escalate issues to the relevant department. Create and track tickets arising from operational issues as part of internal control procedures. Maintain ongoing communication with the customer and/or agency until the reported issue is fully resolved. Review transaction statuses (Rejected and Returned). Inform the agency and/or customer about transaction rejections and the associated reasons, and clearly outline the next steps to attempt the transaction again. Verify that transactions are corrected once the relevant department has provided a resolution. Notify the agency of the resolution option preferred by the customer. Verify whether a transaction is valid within the system and either approve, reject, or hold it in the same queue. Cancel transactions that remain unresolved beyond the established time limit. Provide agencies with information regarding their account balance, check status, and respond to inquiries—directing them appropriately to avoid triangulation. Maintain communication with various aggregators to identify reasons for transaction rejections and/or holds. Efficiently and promptly resolve all issues that arise. **Requirements:** Call center experience Flexible working hours Conversational-level Vietnamese language proficiency Computer literacy **Offer Conditions:** **Monthly net salary:** 20000 **Benefits:** Monthly gross salary: $20,000 MXN Paid training 100% remote work Minor and major medical expense insurance, plus life insurance Monthly food vouchers (6% of salary) 30 days’ year-end bonus 100% vacation premium $1,000 Home Office incentive bonus Scholarships for dependents Open English scholarship Training courses Statutory vacation days Visa and passport fee reimbursement Discount coupons Payroll loans Opportunities for advancement into other departments