Bilingual Credit Servicing Associate (Hybrid)

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

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.