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Job Description
Your Impact: As a Banking Representative, you are the voice of our financial institution. Working in a fast-paced, collaborative contact center, you’ll have the power to provide peace of mind in every interaction. We will train you to be an expert in financial services so you can confidently guide customers through their banking journey. You’ll field high-volume inquiries regarding account security and transactions, exercise sharp emotional intelligence to de-escalate sensitive financial concerns, and identify opportunities to help customers reach their financial goals—all while delivering a "WOW" experience over the phone.
A Day in the Life of a Banking Representative
Virtual Financial Concierge: Handle inbound calls with professionalism, assisting customers with account balances, fund transfers, debit card management, and statement inquiries.
Digital Support: Guide customers through our mobile app and online banking platforms, providing over-the-phone "tech support" for login issues or digital feature navigation.
Security Advocacy: Act as the first line of defense against fraud by verifying identities and taking ownership of disputed transactions or lost/stolen card reports.
Multi-System Navigation: Efficiently toggle between secure banking databases and CRM tools to research transaction histories and resolve complex account discrepancies in real-time.
Audit-Ready Documentation: Maintain precise, compliant records of every call and action taken, ensuring all interactions meet strict banking privacy (GLBA) and regulatory standards.
Performance Excellence: Engage regular 1:1 coaching to master your "call flow," improve your average handle time (AHT), and hit key performance targets.
Why choose us?
HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 100 of the world’s leading brands, HGS is the perfect place to build your future!
Plus, working with HGS comes with benefits like:
Competitive Rates and overtime opportunities
Paid Training
Health Insurance
Refer-A-Friend bonuses
Time off – paid vacation
Transportation – Limited Evening Free Transportation
Career advancement in a fast-growing organization
People focused environment where you’ll make lifetime connections and friendships
What we are looking for:
Requirements:
You’re at least 18 years of age
CXC/CAPE, at least 5 subjects including English A You must be able to work in Kingston
You can work any 8-hour shift within a 24-hour period and has flexibility as business needs may change
You have at least 6 months of Sales/Customer Service experience, 6 months BPO/Call Center experience, and you understand the value of coaching / feedback.
You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
Demonstrate a caring, supportive, and friendly nature in every interaction with the upmost confidence and urgency
You’re computer savvy, comfortable sitting at a desk and working with multiple monitors
You’re results oriented and comfortable providing customers with recommendations and solutions
You have excellent English communication skills, both oral and written
HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Jamaica regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
You will be required to pass preemployment tests and interviews. Our initial screening may include Artificial Intelligence assessments.
