Contact center 19905
Contact Center
The Contact Center is a system that, in cooperation with all organizational units of the Bank, provides clients with adequate customer support via phone at 19905 or by email at kontakt@hb.co.me.
- Receives and processes incoming calls/emails/messages (providing information on products and services)
- Handles urgent client requests related to payment cards and electronic banking:
- blocking and unblocking cards
- resetting electronic banking accounts
- activation of electronic banking (HB klik, mHB klik)
- card reset
- Provides support to clients when entering payment orders via electronic banking (customs, VAT, utilities, and other types of payments), informs clients about reasons for rejected transactions, etc.
- Forwards client requests to branches (loan applications, cash withdrawals, appointment scheduling, etc.)
- Coordinates between clients and branches regarding reissued cards, loans, and account opening
- Forwards client complaints to the relevant departments
Contact Center working hours (calls, emails):
- Weekdays: 08:00 – 20:00
- Saturday: 08:00 – 13:00
On weekdays from 20:00 to 08:00, calls are automatically forwarded to an external call center, which performs only the function of blocking payment cards upon client request.
From Saturday at 13:00 until Monday at 08:00, calls are handled by the external Call Center.
Contact Center employees process requests received via email and through the help modules of the HBklik, mHBklik, and Premium applications during weekends as follows:
- Saturday: 13:00 – 20:00
- Sunday: 08:00 – 20:00
Clients can also contact us via Viber and Video Call.
Viber - MojHB chat
Click on the Message button to log in to MojHB Chat.
Select the area of your interest, for example Loans / Cash Loans, and you can either schedule a meeting or, by clicking the Contact an Operator button, communicate directly with the Bank.
Video call
The Video Call communication channel is intended for all clients, especially those who are unable to visit the Bank in person, such as clients currently abroad, at sea, etc., and who require assistance in resolving urgent situations or issues related to the operation of the Bank’s services or applications.
Through video call, clients can be securely identified as follows:
• Verification via ID document – mandatory
• SMS OTP verification (optional – if deemed necessary by the agent)
In addition to general information about the Bank’s services, clients can apply for the following services via video call:
• blocking a payment card at the client’s request in case of loss or suspected misuse
• changing predefined limits on payment cards
• assistance in reporting issues related to any Bank service or application
• obtaining information about their account number and account balance
• obtaining an account card
• changing the contact phone number, SMS service and 3D Secure, by submitting a signed request via email to kontakt@hb.co.me
• submitting a request to activate mHBklik or Hbklik service, if already using one of these services, by submitting a signed request via email to kontakt@hb.co.me
• submitting a request to change the verification method for HB klik (TAN instead of OTP), by submitting a signed request via email to kontakt@hb.co.me
• submitting a request for activation of a card that is blocked locally or by the processor, by sending a request via email to kontakt@hb.co.me
• if already using the mPremium service, submitting a request for m/HB klik by sending a signed request via email to kontakt@hb.co.me
• revoking authorization for authorized persons on their accounts, by sending a request via email to kontakt@hb.co.me
• blocking cards linked to the account of the account holder (authorized persons)
The service can be accessed easily via the link https://ccviber.hb.co.me/video-chat/, and the communication process is described in detail in a short User Guide available on the Bank’s website.
The service will be available Monday–Friday from 08:00 to 16:00.