Reports to: Customer Service Representative
Location: Belize City

Job Purpose: The Customer Support Representative will provide technical and customer service support to clients by ensuring accurate and timely responses and solutions to client’s queries, concerns, and problems. He/She will be responsible for marketing and selling the Bank’s products and services, where the opportunities arise. Support will be provided by clearly communicating technical and customer service solutions in a friendly and professional manner. As well, the Customer Support Representative will also be responsible to assist Retail Branches with risk rating and updating of client information and any other assigned duties as required.

Key Responsibilities include but not limited to:

• Accurately, timely, and properly assist clients with their issues, problems, queries and requests
• Manage large amounts of inbound and outbound calls in a timely manner
• Make customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
• Deal effectively with clients in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
• Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
• Possess, acquire, and maintain the technical/professional expertise of the Bank’s systems, policies and procedures required to do the job effectively and to create effective customer solutions
• Answer queries in relation to promotions and sales campaign of Bank’s products and services in addition to seizing opportunities to upsell products when they arise
• Ensure that solutions and responses to client’s queries, concerns and problems are addressed in strict adherence to Bank policies, procedures and standards in order to protect the Bank’s interest and minimize risks/losses
• Actively follow the procedures outlined in the Superior Service Management Policy for serving clients at all service delivery channels and for handling compliments, suggestions, queries and concerns
• Meet personal/team qualitative and quantitative targets
• Work with Management, other branch staff and peers for the betterment of Belize Bank
• Actively participate in meetings and other unit/bank activities

Educational & Work Experience Requirements:

• Associate Degree in Business Management, Administration, Finance or related field
• Minimum 3 years progressive work experience in banking and/or financial experience with at least 2 years work experience in Customer Service.

Skill & Ability Requirements:

• Knowledge of the banking industry in Belize and general regulatory procedures mandated by the Central Bank of Belize (asset)
• Computer literate at an intermediate to advanced level with proficiency in Microsoft Office Word and Excel and the Bank’s various internal systems
• Service Oriented with excellent customer service and interpersonal skills with sound judgement and tact in customer interaction
• Effective written and verbal communication skills; listening skills
• Effective organizational and problem solving skills
• Ability to work under pressure
• Ability to be customer focus and adapt to different personality types
• Ability to multitask and prioritize workload and handle volume calls while maintaining professional and personable approach
• Ability to maintain confidentiality to the highest priority in all functions at the Bank
• Bilingual in English and Spanish with the ability to speak and write (asset)

Qualified applicants can send their résumés/CVs, and at least two references to:
Assistant Manager – Human Resources
The Belize Bank Limited
21 Regent Street
Belize City
Or Email: [email protected]
Re: Customer Support Representative Position

Deadline for applications is September 9th, 2021