Associate, Bilingual Customer Service (Chat)

Oriental; Bayamón (PR); On-site; USD 40,000 - 56,000; Full time

Job summary

Oriental is seeking an Associate for Retail Channels (Chat) to deliver proactive customer service and guide clients toward digital channel adoption. The role is on-site in Bayamón, PR, with a focus on understanding client needs and providing data-driven insights to improve digital journeys.

Qualifications include a BA in business/finance and 2 years in financial services, with strong English/Spanish communication and MS Office proficiency.

Qualifications

• Bachelor’s degree in Business Administration with major in finance or related field is required.
• Two years’ experience in a financial services company or related management role is required.
• Fully bilingual – English and Spanish (written and verbal).
• Excellent written and verbal communication skills with ability to create processes and lead projects.
• Proficiency in MS Office (Word, Excel, Outlook) and reporting systems.

Responsibilities

• Deliver proactive and dynamic customer service.
• Refer customers to digital channel options according to needs.
• Support definition and development of digital channels adoption strategies for clients.
• Visit physical channels to provide feedback and communicate digital strategies.
• Apply insights to create digital briefs and customer journeys.
• Stay up to date on Oriental’s digital channels capabilities to provide insights.
• Participate in presentations and testing of new digital tools.
• Support motivation initiatives and distribution of tool/documentation for branches.

Skills

Bilingual English/Spanish

Excellent communication

Analytical skills

MS Office proficiency

Education

Bachelor’s degree in Business Administration (finance or related)

2 years’ experience in financial services/related management

Tools

MS Office Suite (Word, Excel, Outlook)

Reporting systems

Job description

The Associate, Retail Channels (Chat) direct support and communication to channels, support the strategies and initiatives to further the adoption of digital channels among customers. Position works on-site based in Bayamón, PR

MAJOR DUTIES & RESPONSIBILITIES:

• Deliver proactive and dynamic customer service. Demonstrates a positive and helpful attitude toward customers (internal and external).
• Refer customers to the digital channel options according to the customers’ needs.
• Support the definition and development of digital channels adoption strategies for existing and new clients.
• Visit physical channels to provide feedback and communicate defined strategies related to digital channels adoption.
• Throughout direct observation of clients and customers’ conduct, apply gained insights/data to create pitch-perfect digital briefs and customer journeys.
• Stay up to date on current and future Oriental’s digital channels capabilities to provide the most cutting-edge insights and guidance to personnel.
• Participate in presentations as an expert in the digital channels’ arena.
• Participate in testing process as part of the development of new digital tools.
• Support the generation of continuous motivation, contests, and different initiatives to achieve results.
• Support the preparedness of processes, communications, guided, facts sheets or any necessary documentation to serve as tools for branches.
• Other duties may be assigned.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Business Administration with major in finance or related field, preferable.
• Two (2) years’ experience in a financial services company or related work of management. Required
• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
• Excellent Knowledge in industry operating policies, procedures and regulations (state and federal).
• Excellent analytical skills to determine critical issues and areas in need of improvement and the ability to find creative solutions while considering all aspects, departments and individuals affected.
• Excellent written and verbal communication skills with a demonstrated ability to create processes and procedures and to lead a project and communicate results as well as carry out new policies and procedures.
• Fully Bilingual – English and Spanish (written and verbal). required.
• Proficiency in MS Office (Word, Excel, Outlook), reporting systems and other business applications required.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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