Associate, Credit Servicing

Oriental Bank; Río Piedras (PR); Hybrid; USD 36,000 - 55,000; Full time

Benefits offered by this job

Hybrid work model

Equal Opportunity Employer

Job summary

Oriental Bank is seeking an Associate, Credit Servicing to deliver outstanding service for consumer, auto, solar, mortgage, and commercial lending products. You will investigate claims, resolve servicing inquiries, and ensure compliance with banking regulations.

You will document activities in PEGA, collaborate with internal teams, and balance customer needs with regulatory requirements while meeting productivity and quality goals. Bilingual English/Spanish communication is required.

Qualifications

• Associate Degree in Business Administration, Accounting, Finance, or a related field.
• 1 year of customer service experience within banking or financial services.
• Strong customer service orientation with a genuine desire to help others.
• Excellent verbal and written communication skills in Spanish & English.
• Strong analytical and problem-solving abilities.
• Ability to investigate issues, review information, and determine appropriate solutions.
• Strong attention to detail and organizational skills.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.

Responsibilities

• Investigate, analyze, and resolve customer claims, complaints, and service requests related to loans.
• Review customer concerns, research account activity, and determine resolutions.
• Communicate findings and guide customers through resolution processes.
• Document service activities, investigations, and resolutions in applicable systems (e.g., PEGA).
• Collaborate with internal departments to facilitate timely claim resolution.
• Ensure interactions and resolutions comply with service standards and regulatory guidelines.
• Identify opportunities to improve the customer experience through proactive communication.
• Meet productivity, quality, and customer service goals.
• Maintain detailed records of customer interactions and case management.
• Support special projects and department needs as assigned.
• Deliver outstanding service while balancing customer needs and regulatory requirements.

Skills

Customer service orientation

Analytical thinking

Problem solving

Attention to detail

Multi-tasking

Bilingual: English/Spanish

Communication skills

Education

Associate Degree in Business Administration, Accounting, Finance, or related field

Job description

The Associate, Credit Servicing plays a vital role in delivering exceptional service to customers with consumer, auto, solar, mortgage, and commercial lending products. This position is responsible for investigating customer claims, resolving loan servicing inquiries, researching account concerns, and ensuring all requests are handled accurately, timely, and in compliance with banking regulations.

As part of the Credit Servicing team, you will serve as a trusted problem solver, helping customers navigate complex situations while protecting the integrity of the Bank's lending operations and customer experience.

What You'll Do

As a Associate, Credit Servicing, you will:

• Investigate, analyze, and resolve customer claims, complaints, and service requests related to consumer, mortgage, auto, solar, and commercial loans.
• Review customer concerns, research account activity, and determine appropriate resolutions.
• Communicate with customers to explain findings and guide them through resolution processes when necessary.
• Document service activities, investigations, and resolutions accurately within applicable systems, including PEGA.
• Collaborate with internal departments to facilitate timely and effective claim resolution.
• Ensure all customer interactions and resolutions comply with established service standards and regulatory guidelines.
• Identify opportunities to improve the customer experience through proactive communication and problem resolution.
• Meet established productivity, quality, and customer service goals.
• Maintain detailed and accurate records of customer interactions and case management activities.
• Support special projects, operational initiatives, and department needs as assigned.
• Deliver outstanding service while balancing customer needs and regulatory requirements.

What We're Looking For

Required Qualifications

• Associate Degree in Business Administration, Accounting, Finance, or a related field.
• Minimum of one (1) year of customer service experience within banking, financial services, lending, mortgage servicing, or a related industry.
• Strong customer service orientation with a genuine desire to help others.
• Excellent verbal and written communication skills in Spanish & English.
• Strong analytical and problem-solving abilities.
• Ability to investigate issues, review information, and determine appropriate solutions.
• Strong attention to detail and organizational skills.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.

Preferred Strengths

• Experience supporting consumer lending, auto loans, mortgage servicing, or commercial loans.
• Prior banking, branch, contact center, or loan servicing experience.
• Experience handling customer complaints, escalations, or claim investigations.
• Knowledge of consumer banking regulations and lending practices.
• Familiarity with PEGA or similar customer case management platforms.
• Basic Microsoft Excel skills.
• English communication skills

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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