Support Center Specialist

Overview

The Support Center Representative must have an excellent customer service skills (including questioning, probing, listening, establishing rapport, matching and closing). Should have a genuine passion for interacting with customers, answering their queries and communicating clearly.

Responsibilities

• Assisting the customers with account information, requests, wire transfers, callbacks, closing accounts, answering all kinds of questions for loans, cards and deposit accounts.
• Help educate customers about self-service options such as online banking, providing overall HelmInOne & DXOnline assistance and guidance.
• This position is responsible for resolving first level inquiries, following up on open/pending escalated cases and providing timely responses and/or resolutions to customer inquiries.

Who We Are

We are a leading Bank with global reach, shaping one of the most attractive personalized client services in the financial industry. At Helm Bank USA, we have created a new banking experience through a business model centered around our clients, proudly providing customer service for more than thirty years. Not only do we build strong relationships: our relationships are measured in generations. Our vision is to create a financial connection to the United States for multinational companies and foreign national individuals seeking their own dreams of business opportunities and real estate investments. Through strong relationships, our purpose is to help our clients make great decisions.

Who You Are

You are a motivated exceptional financial services professional who is passionate about supporting key initiatives in a fast-paced environment. You excel at handling a rapid flow of requests and always thrive to provide utmost excellent level of support. You are a hardworking, dedicated, and positive individual who continuously aims to make outstanding contributions and effect a difference from day one.

What You’ll Do

Essential Duties & Responsibilities

• Customer Experience
• Responsible for delivering great customer contact experience through a variety of customer contact channels which might be and are not limited to; Phone (Inbound and Outbound), Email, Web/Live Chat and other channels implemented in the future.
• Deliver a positive and professional customer experience by listening to customer needs, resolving issues, providing information, and following up on feedback.
• Ensure customer complaints are resolved promptly and handled at the first point of customer contact and in accordance with regulations and procedures.
• Ensure customers queries are answered with the goal of a first contact resolution – FCR and to within our agreed responses times – Service Level Agreements SLA’s.
• Responsibility for achieving KPI’s at the same time as maintaining excellent quality.
• Properly document customer’s interactions within the CRM System.
• Ensure the best Customer Experience is given to all customers.
• Operational
• Work with colleagues through Customer Experience to identify and highlight trends.
• Genuine interest in being the best they can be and want to achieve targets.
• Flexible decision making for both the company and customers.
• Strong team player.
• Able to adapt quickly to changing priorities, processes or procedures.
• Assists with other functions and/or special projects as requested by management.

Requirements and Qualifications

• Associate degree or bachelor’s (B.A) in Business Administration or equivalent work experience required.
• Minimum two years of customer service. General banking experience in cards, loans, deposits and digital banking channels is preferred.
• Must be bilingual in both English, Spanish and Portuguese. Ability to fluently speak, understand, read and write in three languages.
• Jack Henry platform knowledge and CRM (Dynamics 365) experience is preferred.
• Advanced Skills with Microsoft Office.
• Customer/Client Experience Focus.

Competencies

• Partnership-Oriented
• Business Acumen/Sophistication
• Customer-Centric
• Innovative
• Regulatory & Risk Management
• Hands-On
• Accountability
• Sustainable Performance

Why You Should Join Helm Bank USA

• Medical/Rx/Dental/Vision - 100% covered by the Bank for all employees; eligible family members covered by employees at a group’s rate
• Short Term & Long Term Disability, as well as Group Term Life insurance of twice the annual salary fully covered by Helm Bank USA; no expense to the employee
• Competitive first-level PTO and other time-off policies
• Company 401(k) plan with employer match of 100% of up to 5% of eligible compensation
• Supplemental optional benefits such Voluntary Life insurance, Hospital Indemnity, Critical Illness, Accident Insurance, and Cancer Insurance
• Flexible Spending Accounts
• Company-sponsored training and professional development opportunities