Associate, Retail Channels (Mortgage)

Oriental Bank; Bayamón (PR); On-site; USD 21,000 - 28,000; Full time

Job summary

Oriental Bank is hiring for several Associate, Retail Channels (Call Center - Mortgage) positions in the Bayamón, PR contact center to deliver best-in-class customer service and support mortgage-related inquiries. You will educate customers on digital channel solutions, process inquiries, and promote bank products while maintaining compliance and quality service.

The role requires a degree and one year of customer service experience, bilingual English/Spanish, and the ability to work flexible

Qualifications

• Associate or Bachelor’s degree in Business Administration or related field required.
• One year of customer service, call center, or sales experience required.
• Retail environment preferred.
• Excellent customer service, interpersonal, problem-solving, and documentation skills are required both verbal and written.
• Requires good telephone etiquette, listening, and communication skills.
• Understanding of banking or financial products and services preferred.
• Detail oriented and able to manage multiple priorities required.
• Computer proficiency is required; MS Office and other business applications knowledge.

Responsibilities

• Delivers a unique customer experience using effective questioning and active listening to anticipate needs and ensure satisfaction within policy.
• Educates customers on digital channel solutions and self-service options for their accounts.
• Receives and channels a variety of inquiries to provide service, support and expert product guidance.
• Ensures transactions and inquiries comply with regulatory standards.
• Promotes bank products and channels and cross-sells where appropriate.
• Records and routes calls in bank systems and applications; resolves issues or escalates as needed.
• Escalates and refers matters to next-level management or relevant operations.
• Provides high-quality service to internal customers and colleagues as required.
• Performs other duties as assigned.

Skills

Customer service

Bilingual eng/span

Telephone etiquette

Problem solving

Education

Associate or Bachelor’s degree

1 year customer service experience

Equivalent education/experience

Tools

MS Office

CRM systems

Job description

Job Description Summary

Are you passionate about customer service? Join our Team, we have several Associate, Retail Channels (Call Center - Mortgage) opportunities to serve our customers while providing a best-in-class customer experience and building loyalty. You may work from our Contact Center in Minillas (Bayamón, PR).

MAJOR DUTIES & RESPONSIBILITIES

• Delivers a unique customer experience utilizing effective questioning and active listening skills to anticipate and determine customer needs ensuring a high level of satisfaction in adherence to established policies and procedures.
• Educate customers on digital channel solutions and self-service applications available for their accounts.
• Receives and channels a variety of customer inquiries through our call center to provide service, support, and provide expert advice regarding our products including referring customers to other divisions.
• Ensures and promotes that all transactions and inquiries are managed within our compliance and regulatory standards.
• Promotes and provides information on the bank’s products, services, and channels.
• Identifies cross-selling opportunities and refers the customer to the appropriate sales team member.
• Receives, records, and channels claims, and inquiries from customers or potential customers and provides applicable guidance.
• Documents calls and service inquiries in existing bank systems and applications.
• Escalates and refers customer matters to next-level management or appropriate operational areas.
• Consistently provides the customer with a high level of quality service.
• Provides support and services to internal customers and colleagues as required.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE

• Associate or Bachelor’s degree in Business Administration or related field required.
• One (1) year of customer service, call center, or sales experience required.
• Retail environment preferred.
• An equivalent combination of education and experience may be considered.
• Excellent customer service, interpersonal, problem-solving, and documentation skills are required both verbal and written.
• Requires good telephone etiquette, listening, and communication skills.
• Understanding of banking or financial products and services preferred.
• Detail oriented and able to manage multiple priorities required.
• Computer proficiency is required.
• Knowledge of MS Office and other business applications required.
• Bilingual (English and Spanish required).
• Availability to work any day of the week based on the established hours of operations, plus flexibility to work overtime according to business needs is required.

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.

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 sexo, 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