Bilingual Mortgage Call Center Associate

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

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