Support Representative

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

The Support Center Representative must have excellent customer service skills, genuine interest in speaking to customers, and be a clear communicator. Responsibilities include assisting customers with account information, requests, transfers, closing accounts, loan questions, credit card questions, and providing overall Helm Online assistance and guidance. The role involves 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.

• Deliver a great customer contact experience through a variety of channels:
  Phone, Email, Web/Live Chat, and other future channels.
• Resolve customer complaints promptly at the first point of contact in accordance with regulations and procedures.
• Answer customer queries with the goal of first‑contact resolution and within agreed response times (SLA’s).
• Achieve KPIs while maintaining excellent quality.
• Document customer interactions within the CRM system.
• Provide the best customer experience to all customers.
• Work with colleagues across Customer Experience to identify and highlight trends.
• Show genuine interest in achieving targets and being the best.
• Demonstrate flexible decision‑making for both the company and customers.
• Possess strong team working ability.
• Adapt quickly to changing priorities.
• Assist with other functions and/or special projects as requested by management.

• High School Diploma or equivalent required.
• Minimum one year of customer service experience; general banking experience is preferred.
• Bilingual in English and Spanish, with fluency in speaking, understanding, reading, and writing both languages.
• Advanced skills with Microsoft Office.
• Detail orientated.
• Partnership‑oriented:
  Ability to build and maintain collaborative relationships, fostering trust and mutual respect to achieve shared goals.
• Business acumen/sophistication:
  Ability to understand and apply business principles, KPIs, and strategies to make informed decisions.
• Customer‑centric:
  Prioritize customer needs, solve problems, and drive growth mindset.
• Digital and transformational mindset:
  Learn emerging technologies, optimize processes, and manage change.
• Regulatory and risk management:
  Adhere to regulations, risk management, cybersecurity, and corporate social responsibility.
• Hands‑on:
  Proactive delivery of high‑quality results, continuous learning, and skill development.
• Accountability:
  Take responsibility, set clear expectations, and lead by example.
• Sustainable performance:
  Communicate effectively, drive sustainable growth, and align with corporate purpose.

Entry level

Full‑time

Banking