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Support Center Representative at None

None · Miami, United States Of America · Onsite

Microsoft Office

Microsoft Excel

CRM

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Overview

Functional Job Title: Support Center Representative

Corporate Job Title: Associate

Division: Operations

Department: Customer Experience Center

Location: Miami, FL

Reporting Line: Assistant Customer Experience Officer & Customer Experience Officer




 

Summary

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 include: assisting the customers with account information, requests, wire transfers, callbacks, closing accounts, answering all kinds of questions for loans, cards and deposit accounts. In addition, 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.




 

Essential Duties & Responsibilities

Responsibilities include the following: 

Customer Experience 

  1. Responsible for delivering great customer contact experience through a variety of customer contact channels which might be and not limited to; Phone (Inbound and Outbound), Email, Web/Live Chat and other channels implemented in the future.
  2. Deliver a positive and professional customer experience by listening to customer needs, resolving issues, providing information, and following up on feedback.
  3. Ensure customer complaints are resolved promptly and handled at the first point of customer contact and in accordance with regulations and procedures. 
  4. 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.
  5. Responsibility for achieving KPI’s at the same time as maintaining excellent quality. 
  6. Properly document customer’s interactions within the CRM System.
  7. 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 in being the best they can be and want to achieve targets.
  3. Flexible decision making for both the company and customers.
  4. Strong team player.
  5. Flexibility and able to adapt quickly to changing priorities, processes or procedures.
  6. 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 and Spanish and/or Portuguese would be a great skill. Ability to fluently speak, understand, read and write both languages.
  • Jack Henry platform knowledge and CRM (Dynamics 365) experience is preferred.
  • 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.



 

 

Competencies

  • Partnership-Oriented

Ability to build and maintain collaborative relationships, fostering trust and mutual respect to achieve shared goals. Effective communication & Adaptability. Enhance Service Delivery. Conflict Resolution. Giving & Receiving feedback. Valuing Diversity.  

  • Business Acumen/Sophistication

Ability to understand and apply business principles, concepts, KPIs, and strategies to make informed decisions to contribute to organizational success. Strategic & Critical Thinking. Solutions-Driven. Decision Making. 

  • Customer-Centric

Have a business-driven mindset, prioritizing customer’s needs. Problem-Solving. Growth Mindset. Aligning individual and department goals with bank’s business objectives. Omnichannel communication while maintaining personalized service. Client excellence. 

  • Innovative

Thinking outside the box and developing new ideas to improve ways of working. Ability to work with emerging technologies. Digital Transformational Mindset. Resource allocation. Technical Skills. Change Management. Continuous Learning. Transformational creativity. Agility & Flexibility.  Automation & Process Optimization

  • Regulatory & Risk Management 

Adapting to changing regulations with sound risk management. Analytical. Integrity & Rule Compliance. Regulatory Governance. Financial Crime Prevention. Operational Risk Avoidance. Risk-Aware Mindset. Cybersecurity. Corporate Social Responsibility. 

  • Hands-On

Being proactive to rapidly deliver high-quality results. Acquiring skills & knowledge through practical and active engagement. Real-world application. Lifelong Learner. Being curious and eager to develop skillset. SMART Goal Setting, Time Management. Proficiency. Training & Upskilling.

  • Accountability

Ability to take responsibility and ownership. Fostering Trust. High Performance. Follow Through. Set Clear Expectations. Provide Resources & Coaching. Measuring work output. Process-Driven. Results-Oriented. Consistency. Lead by Example. Self-Management.

  • Sustainable Performance

Communicate effectively. Integrated Business Excellence. Drive sustainable growth. Value Creation & Long-Term Thinking. Stakeholder Inclusion. Corporate Purpose & Values Alignment. Impact Assessment. Operational Resilience & Crisis Management. Operational Excellence. Adaptability.

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