Associate, Service Representative (Sales Support)

Oriental Bank; Bayamón (PR); On-site; USD 36,000 - 48,000; Full time

Job summary

Oriental Bank in Bayamón, PR seeks a customer service professional to deliver value-added experiences across digital channels, call centers, branches, and social media. The role promotes adoption of digital tools and self-service options for servicing and payments.

You will support Retail Banking sales with digital services, ensure high customer satisfaction, maintain accurate customer data in core systems, and follow Bank Secrecy Act regulations.

Qualifications

• BA Degree in Communications, Marketing, or related field.
• At least two years of customer and account services, sales or collections experience in a call center environment.
• Ability to exercise confidentiality and discretionary judgment; strong interpersonal and problem-solving skills.
• Excellent communication in English and Spanish; proficient with MS Word and Excel.

Responsibilities

• Deliver value-added customer service across all touchpoints (digital channels, call centers, branches, social media).
• Promote adoption of digital channels and self-service solutions for servicing and payments.
• Assist Retail Banking sales with digital services and products to improve satisfaction and sales.
• Maintain customer data quality in core systems and document interactions.
• Follow Bank policies and regulatory requirements, including Bank Secrecy Act.

Skills

Customer service

Bilingual EN/ES

Call center experience

Education

BA Degree in Communications or Marketing

Job description

Responsible for providing an excellent value-added customer service experience throughout all bank’s touch points included but not limited to Digital Channels, Call and Service Centers, Branches, Social Media, etc. Additional responsibilities include promoting customer adoption of digital channels and self-serving solutions for servicing and payment collections. Assist Sales of Retail Banking with corresponding digital services and products (core systems) to improve customer satisfaction and increase sales. You may work from our center in Minillas (Bayamón, PR.)

MAJOR DUTIES & RESPONSIBILITIES:

Deliver a unique customer service experience utilizing effective questioning and listening skills to anticipate and determine the customer’s needs and concerns, to ensure a high level of customer satisfaction. Respond to customer needs quickly and accurately, consulting with customers and finding alternative methods to respond to needs within company policy and procedures. Daily call monitoring and report generation of Inbound IVR calls: Call Performance Delay Before Answer, Delay Before Abandon, Call Waiting, etc. Promote demographics capture to help identify problem incidence trends by branch, products and services, and Marketing Media Mix. Assist managers in helping maintain Customer Database quality so customer contacts and profiles are documented and updated in core systems. Liaison with Operations, Branches, and other departments to support sales goals and reduce cycle time in card balance transfer, loan disbursements, 401k transfers, and other products account oppening. Apply service standards and procedures when interviewing individuals to identify servicing needs Ensure the proper handling of customer relation during the servicing and collections process. Identify and report to management recurrent problems as reported by the customers Analyze customer accounts that proactively requires collection efforts applying the established collection and communication processes. Prepares and communicates recommendations to management for legal and other actions necessary to resolve delinquent accounts; and reports all collection efforts and progress daily. Document and update each customer contact and resolution in customer service related systems. In the performance of their respective tasks and duties, employee will maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security and bank policies and procedures.

EDUCATION AND EXPERIENCE:

BA Degree in Communications, or Marketing (or equivalent), or related field, Advertising, Management, Accounting, Business administration. At least two (2) years previous customer and account services, sales or collections experience in a call center environment, preferably in a medium sized financial institution. 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. Able to exercise confidentiality and discretionary judgment. Must be service and customer oriented, with extensive interpersonal and problem-solving skills. Requires good voice projection while using the phone, excellent telephone skills, judgement and perseverance. Ability to work effectively independently. Must have intermediate level of computer utilization skills including working with MS Words and Excel. Must be detail-oriented. Excellent communication skills, spoken and written in both languages, English and Spanish. Available to work night shift, including weekends.

Physical / Work Conditions

In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodations for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk, hear, lift up to 20 lbs., and may be required to work evenings and/or weekends, attend remote meetings and/or to travel.

Company Conformance

In the performance of respective tasks and duties, in accordance with the organizational & functional competencies models, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

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