Alorica is a global leader in customer experience (cx) solutions, supporting some of the world's most recognized brands.we combine technology, talent, and analytics to deliver seamless customer interactions that drive loyalty and business success.our culture is people-first, innovative, and focused on operational excellence.role overviewthe care advanced representative handles complex customer cases within fintech, financial services, or accounting software environments.this role requires deeper expertise, strong analytical skills, and the ability to resolve escalations while ensuring an exceptional customer experience.key responsibilities- manage complex and escalated customer inquiries across multiple channels.- investigate and resolve advanced issues related to financial products, accounts, and transactions.- provide guidance on processes and solutions to customers and internal teams.- ensure timely and accurate resolution of cases.- support continuous improvement by identifying trends and recurring issues.- maintain accurate documentation of all interactions.qualifications- bachelor's degree required or high school diploma with 5+ years of fintech customer service experience.- minimum 3 years of experience in:- fintech- accounting software- banking customer service- experience handling escalations and complex cases.- strong analytical and problem-solving skills.- advanced english (preferred).core skills- advanced problem-solving- critical thinking- strong communication- decision-making- customer focuslocation: onsite in guadalajara, mexico