Bilingual Customer Service (Mortgage)

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

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.

Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to: Compliance_Posters / Labor Laws Recruitment Privacy Policy Statement

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