Support Center Representative

SUMMARY

The Support Center Representative must have an excellent customer service skills (including questioning, probing, listening, establishing rapport, matching and closing). Genuine interest for speaking to customers, answering queries and a clear communicator. Responsibilities include: assist the customers with account information, request, transfers, closing accounts, loan questions, credit card questions and overall Helm Online assistance and guidance. This position is responsible for making specific changes to existing accounts, resolving first level inquiries, following up on open/pending cases and providing timely responses and/or resolutions to customer inquiries.

ESSENTIAL FUNCTIONS

Responsibilities include the following. Other duties may be assigned.

Customer Experience

1. Responsible for delivering a great customer contact experience through a variety of customer contact channels which might be and not limited to; Phone, Email, Web/Live Chat and other channels implemented in the future.

1. Ensures customers complaints are resolved promptly and handled at the first point of customer contact and in accordance with regulations and procedures.
2. 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.
3. Responsibility for achieving KPI’s at the same time as maintaining excellent quality.
4. Properly document customer’s interactions within the CRM System
5. Ensure the best Customer Experience is given to all customers.

Operational

1. Work with colleagues across Customer Experience to identify and highlight trends.
2. Genuine interest about being the best they can be and want to achieve targets.
3. Flexible in the decision making for both the company and customers.
4. Strong team working ability.
5. Flexibility and able to adapt quickly to changing priorities.

1. Assists with other functions and/or special projects as requested by management.

EDUCATION & TRAINING

KNOWLEDGE & EXPERIENCE

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following:

• High School Diploma or equivalent required.

• Minimum one year of customer service. General banking experience is preferred.
• Must be bilingual in both English and Spanish. Ability to fluently speak, understand, read and write both languages
• Basic Computer Skills,
• Advanced Skills with Microsoft Office
• Mathematical Skills

• Customer/Client Experience Focus.
• Credibility
• Problem Solving/Analysis
• Teamwork Orientation.
• Initiative.
• Detail Oriented
• Stress Management
• Organizational Skills
• Technical Capacity
• Effective communicator
• Adaptability

SUPERVISOR RESPONSIBILITIES

This position has no supervisory responsibilities.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS

The following physical activities 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 and expectations.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand, walk, use hands to finger, handle, or feel, and reach with hands and arms. The employee is occasionally required to climb or balance, stoop, kneel and crouch. The employee must regularly lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, peripheral vision, and ability to adjust and focus.

TRAVEL

This position may require some travel.

DISCLAIMER

Equal Opportunity Employer: Helm Bank USA supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. Helm Bank USA does not discriminate against individuals on the basis of race, creed, color, gender, religion, national origin.

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks be performed as assigned.

I understand and acknowledge, in addition to the duties outlined in this job description, I am also responsible for making sure my duties are performed in full compliance with all of the Bank’s rules, and with all of the state and federal regulations to which the Bank is subject. I understand knowledge of, and adherence to the Bank’s Bank Secrecy Act/Anti-Money-Laundering/OFAC Program is an important part of my job performance and will be considered a factor for job evaluations as well as promotions, and ongoing BSA/AML/OFAC training will be continuously required during my employment. I agree to address any and all questions I may have about the Bank’s BSA/AML/OFAC Program to the Bank’s BSA Department.