Customer Experience Representative

5 days ago

Miami, United States Helm Bank USA Full time
Job Summary

This role is responsible for delivering exceptional customer experiences and ensuring a positive atmosphere within the Branch. The ideal candidate will be the first point of contact for customers, providing exceptional service and support.

Key Responsibilities
  • Customer Experience
    • Respond to incoming calls and direct callers to the appropriate associate.
    • Greet visitors and provide exceptional customer service.
    • Manage room accommodations and guide clients and visitors accordingly.
    • Hand out cards or checkbooks to customers as required.
    • Process customer requests and ensure timely follow-up.
  • Operational
    • Assist with special projects and tasks as needed.
    • Sort, distribute, and maintain mail logs.
    • Ensure general areas are clean and well-maintained.
    • Report any non-functioning equipment to the IT department.
    • Mailing and record-keeping of checkbooks and interest checks.
    • Manage logs and documentation for reports.
    • Redirect customers and visitors during system outages or unforeseen events.
    • Monitor response times and ensure compliance with service policies.
    • Handle outgoing mail and record-keeping.
  • Regulatory
    • Adhere to the bank's BSA/AML policy and procedures.
    • Complete Currency Transaction Reports or Suspicious Activity Reports accurately and timely.
    • Obtain required information and documents for monetary instrument purchases.
    • Complete assigned trainings successfully.
Requirements
  • High School Diploma or equivalent work experience.
  • Two years of banking experience and/or customer service experience.
  • Bilingual in English and Spanish, with the ability to fluently speak, understand, read, and write in all languages.
  • Basic computer skills and advanced skills with Microsoft Office.
  • Mathematical skills.
Competencies
  • Customer/Client Focus.
  • Credibility.
  • Problem Solving/Analysis.
  • Teamwork Orientation.
  • Initiative.
  • Stress Management/Composure.
  • Organizational Skills.
  • Technical Capacity.
  • Effective Communicator.
  • Adaptability.
Work Environment

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

Physical Demands

The employee is regularly required to sit and talk or hear, frequently 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.

Travel

This position does not require travel.

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