Bilingual Banking Support Specialist

Oriental Bank; Bayamón (PR); On-site; USD 30,000 - 42,000; Full time

Job summary

Oriental Bank in Bayamón, PR is seeking a customer service professional to deliver a superior customer experience in our call center.

You will educate customers on digital tools, handle inquiries, and promote banking products while ensuring compliance. Bilingual English/Spanish is required.

Join a team that values service quality and accuracy, with opportunities for growth within a broad range of financial services.

Qualifications

• 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.
• 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.

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 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.

Skills

Customer service

Bilingual English/Spanish

Communication skills

Documentation skills

MS Office proficiency

Telephone etiquette

Problem-solving

Education

Associate or Bachelor's degree in Business Administration or related field

Tools

MS Office

Job description

Oriental Bank in Bayamón, PR is seeking a customer service professional to deliver a superior customer experience in our call center.

You will educate customers on digital tools, handle inquiries, and promote banking products while ensuring compliance. Bilingual English/Spanish is required.

Join a team that values service quality and accuracy, with opportunities for growth within a broad range of financial services.