Associate, Bilingual Customer Service (Chat)

Oriental Bank; Bayamón, Northern (PR, KY); Hybrid; USD 32,000 - 46,000; Full time

Job summary

Oriental Bank in Bayamón, Puerto Rico is seeking an Associate, Retail Channels (Chat) to provide proactive customer service, promote digital channel adoption, and support channel strategies. The role involves analyzing customer needs, presenting digital options, and collaborating with branches to implement new tools.

Fully bilingual English/Spanish, the candidate should have a business degree and fintech experience.

Qualifications

• Bachelor’s degree in Business Administration with major in finance or related field.
• Two (2) years’ experience in a financial services company or related work of management.
• Excellent written and verbal communication skills in English and Spanish.

Responsibilities

• Deliver proactive and dynamic customer service.
• Refer customers to digital channel options according to needs.
• Support the definition and development of digital channels adoption strategies.
• Visit physical channels to provide feedback on digital channels strategies.
• Apply client observations to improve customer journeys and briefs.

Skills

Customer service

Bilingual English/Spanish

Education

Bachelor's in Business Administration (Finance focus)

2 years in financial services

Tools

MS Office

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)

RECRUITMENT PRIVACY STATEMENT COMPLIANCE POSTERS

This may be the opportunity to change your life and take your career to the next level.

Oriental is a great place to work, grow and develop.

Each employee is key in the company's success.

Our team consists of an excellent group of people and we believe you could be one of them.

We offer you the opportunity to work and be part of an organization that is dedicated to progress.

We offer diverse employment opportunities that go from internships to executive positions.

We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect.

Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability.

Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to: Compliance_Posters / Labor Laws Recruitment Privacy Policy Statement

Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel.

Oriental es un gran lugar para trabajar, crecer y desarrollarse.

Cada empleado es nuestro factor clave en el éxito de la compañía.

La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos.

Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso.

En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos.

Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado.

Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sex, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad.

A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables: Afiches de Cumplimiento/ Leyes Laborales Política de Privacidad de Reclutamiento