Bilingual Customer Care Supervisor- Spanish

Job Location US-GA-Norcross


Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at or connect with us on,, or



About This Opportunity

Our Customer Care Centers are committed to assisting our customers around the clock, 24 hours a day, 7 days a week. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies. 


Do you like to help others? Do you like helping solve problems? Do you like to learn? Then InComm Customer Care Centers may be just the place for you to start, or continue to grow your career.

We are looking for top talented individuals who are seeking a long term rewarding career in Customer Care.  We believe that our most valuable asset is our people and to that end we want to develop and promote our employees. 

Customer Care has a development plan for all Customer Care employees to help you learn not only the InComm product set, but also core skills that will help you advance as a professional.


A Customer Care Supervisor is responsible for maintaining and improving performance for a team of 15-25 Customer Service Representatives.  Supervision and continual coaching and development of the CSR’s and Team Leads are critical aspects of this position.


This position works 9am-pm Off Sunday and Friday


  • Monitor Customer Service Representatives for quality assurance and efficiency.
  • Assist Customer Service Representatives with any Cardholder issues in order to ensure prompt and satisfactory resolution, including call escalations.
  • Train and coach a team of customer service representatives.
  • Answer inbound customer service phone inquiries during periods of high call volume related to InComm (ATM, Visa and others).
  • Provide timely, accurate and courteous responses to a number of FAQs
  • Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website, as needed.
  • Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner.
  • Process various customer related tasks relating to Lost/Stolen Cards, forgotten PINs, chargebacks, disputes, potential fraud, etc.
  • Meet reporting requirements as designated by InComm Management.
  • Enforce daily activity of call center policies and procedures.
  • Staff Administration duties: work schedules, attendance and performance monitoring, staff discipline, payroll data collection and verification, interviewing, terminations, etc.
  • Perform yearly reviews and evaluations.
  • Other tasks and responsibilities as assigned.


  • Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, and various levels of Management.   
  • Communication skills are critical. Candidates must be able to effectively and appropriately read, write, and speak English. The ability to read, write, and speak Spanish is a plus. 
  • Must be able to work independently, without direct supervision, and be able to direct and manage the work of others.   
  • Computer fluency is required, including knowledge of Microsoft Office and the Internet.
  • Must possess strong analytical, interpersonal, organizational, and time-management skills
  • Ability to maintain a very high level of confidentiality and professionalism in working with new and existing staff
  • Our CallCenter is open 24/7, shift flexibility is needed.      
  • Must be able to handle multiple tasks while working independently, as well as, interact well with others.
  • 4 years customer service experience with at least 1 year in a supervisory role required.
  • Experience Supervising a minimum of 10 or more employees
  • Familiar with HR and EEOC policies
  • Financial Card (ATM, Visa, etc.) customer service experience a strong plus.
  • Must successfully pass a criminal background and consumer credit check, drug screen may also be required.
  • Must possess a strong desire to provide superior customer care. 
  • High school diploma or equivalent required; Bachelor’s Degree preferred
  • Internal Candidates must be in good standing with attendance and performance. Candidates on an active warning or higher are not eligible to apply.   


Qualifications for Internal Candidates:

  • Cannot be under any current active corrective actions.
  • Must be in good standing with all metrics.




The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit, use hands to operate basic office equipment (i.e. computer, printer, copy/fax, etc.) and type, frequently talk and hear, reach with hands and arms, frequently stand and walk around to provide assistance to team members, and occasionally stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include: close vision.



InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.


*This position is eligible for the Employee Referral Bonus Program




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