Associate, Retail Banking (Mortgage Inside Sales)

Oriental; San Juan (PR); Hybrid; USD 45,000 - 62,000; Full time

Job summary

Oriental is seeking an Associate, Retail Banking in San Juan, PR to convert inbound and assigned mortgage leads, guide customers through the process, and maintain an efficient sales pipeline. The role is hybrid, emphasizing exceptional service and cross-functional collaboration with branches and internal teams.

Responsibilities include qualifying prospects, applying consultative sales techniques for mortgage products, and ensuring compliance with credit procedures and timelines.

Qualifications

• Bachelor’s degree in Business, Finance, Accounting, Marketing, or related field required.
• Two (2+) years of mortgage sales experience required.
• Experience with mortgage operations systems strongly desirable with preference for Encompass.
• Proficiency in CRM systems and MS Office (Word, Excel, PowerPoint).
• Knowledge of bank credit policies and procedures.
• Strong communication, analytical, and negotiation skills.
• Spanish (Advanced) and English (Intermediate) language capabilities.

Responsibilities

• Manage and respond promptly to leads from digital channels, branches, and campaigns.
• Qualify prospects and guide customers through the mortgage process end-to-end.
• Execute a consultative sales approach, recommending suitable mortgage products.
• Maintain pipeline tracking and ensure documentation is complete and timely.
• Identify cross-selling opportunities and refer customers to other bank products.
• Ensure compliance with regulations, policies, and credit procedures.
• Support team initiatives, meetings, and process improvements.
• Other duties may be assigned.

Skills

Mortgage sales

CRM proficiency

Negotiation

Communication skills

MS Office

Spanish language

English language

Education

Bachelor’s degree in Business, Finance, Accounting, Marketing, or related field

Tools

Encompass

Job description

The Associate, Retail Banking is responsible for converting inbound and assigned leads related to residential mortgages, maximizing opportunities generated from digital channels, branch referrals, and internal business units. The role focuses on delivering exceptional customer experience and efficiently managing the sales pipeline from initial contact through application submission. Position works hybrid and is based in San Juan, PR.

MAIN DUTIES & RESPONSIBILITIES

• Manage and respond promptly to assigned leads from digital channels, branches, internal units, and campaigns.
• Qualify prospects and guide customers through the end-to-end mortgage process, maintaining appropriate follow-up cadence and meeting established SLAs.
• Execute a consultative sales approach, recommending suitable mortgage products while building strong customer relationships and effectively handling objections.
• Maintain accurate pipeline tracking and ensure all documentation is complete, accurate, and submitted in a timely manner.
• Identify cross-selling opportunities and refer customers to other bank products and services as appropriate.
• Ensure compliance with all applicable regulations, internal policies, and credit procedures.
• Support business initiatives, team meetings, and continuous process improvement activities.
• Other duties may be assigned.

MINIMUM REQUIREMENTS

• Bachelor’s degree in Business, Finance, Accounting, Marketing, or related field required.
• Two (2+) years of experience in mortgage sales 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.
• Experience with mortgage operations systems strongly desirable with preference for candidates with Encompass platform experience.
• Proficiency in CRM systems, as well as, MS Office (Word, Excel, PowerPoint) required.
• Knowledge of bank credit policies and procedures.
• Strong communication, analytical, and negotiation skills.
• Customer service-oriented with strong teamwork capabilities.
• Excellent organizational skills with the ability to prioritize workload and meet deadlines.
• Available to work extended hours, as well as, weekends or holidays if needed.
• Required written, verbal & spoken language skills: Spanish (Advanced) and English (Intermediate).

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)