· Job type:Employment
· Published on:30th August 2018
We are BBVA, a global bank with more than 73 million customers and a footprint that extends across more than 30 countries. We work to help people make the best financial decisions and bring the age of opportunity to everyone. We are guided by our values: the customer comes first, we think big and we are one team.
-This vacancy is for Denizen (BBVA Group)
Denizen Financial Inc. is looking for a Customer Support Agent to join a new fintech venture, incubated within the bank’s portfolio of technology startups, and on a mission to make consumer banking borderless.
What you will do:
Be at the forefront of our support team serving as the primary contact for our customers
Have a friendly, outgoing and empathetic demeanor towards our customers.
Be a brand ambassador for Denizen!
Provide support via digital and phone channels regarding clients’ accounts, general inquiries and user complaints.
Be the voice for our customers.
Serve as liaison between our customers and the product and engineering teams.
Improve clients’ banking experience by ensuring that the clients are attended to promptly and follow through on all their challenges until they are fully resolved.
Build trust with our users by adhering to the regulatory, risk management, and legal obligations that come with operating in the banking industry.
Be able to think outside of the box, composing thoughtful, personalised responses for a variety of customer requests.
Work directly with the customer support manager to streamline support processes
BBVA’s New Digital Businesses (NDB) is a global business unit that is disrupting the banking and financial services industry by investing in, partnering with, incubating, and acquiring fintech start-ups. With offices in Madrid, San Francisco, Hong Kong and London, NDB is a key piece of BBVA’s global innovation initiative. Through NDB, BBVA has acquired Simple (US), Holvi (Finland), and Openpay (Mexico). It owns a substantial stake in Atom (UK). It invests in fintechs like Prosper, Personal Capital, and Coinbase through its venture capital arm, Propel Venture Partners. And it is incubating a number of cutting-edge fintech start-ups including a bank-as-a-service platform that will allow developers to access the bank’s core processes via open APIs.
The person who dares to embark on this project must:
Be fluent in English and Spanish, both verbal and written.You will interact with customers in both languages, but also with your colleagues, so good level on both is essential. Interviews with all applicants will be held in English.
3-5 years previous experience in customer service, account management, client oriented or relationship management roles.
Be tech savvy. General IT skills, but also facility to understand complex tech solutions.
Be passionate about content generation and customer engagement.
Strong organizational and analytical skills, with the ability to prioritize tasks and manage time efficiently. Strong attention to detail.
A positive and can do attitude. You are someone who is not afraid of challenges.
Patient, and willing to help others in solving problems while maintaining a positive attitude.
Not mandatory, but having these would be a plus:
Experience in Finance or the banking industry, ideally from a backoffice or contact centre perspective.A degree in a related field is also accepted.
Experience in providing world class customer service in a startup environment.
Experience with a ticketing system (i.e. Zendesk)
At BBVA, we are proud to be a company that prioritizes diversity, inclusion and equal opportunities, regardless of the race, age, gender, ethnicity, disability, religion or sexual orientation of our employees and collaborators. Corporate responsibility is an essential component of our business model, as we promote financial education and support research and culture.
Being part of BBVA means developing your career in the company that is leading the transformation of the financial sector.