Bilingual Mortgage Customer Service Associate

Oriental; Bayamón (PR); On-site; USD 32,000 - 42,000; Full time

Job summary

Oriental is seeking an Associate for Retail Channels (Call Center - Mortgage) to deliver prompt, courteous service from our Bayamón, PR contact center. You will answer inquiries, educate customers on digital options, and support cross-selling while ensuring compliance with policies.

The role emphasizes active listening, accurate documentation, and strong communication in English and Spanish, with availability to work various hours including overtime based on business needs.

Qualifications

• Associate or Bachelor’s degree in Business Administration or related field required.
• 1 year of customer service, call center, or sales experience required; retail preferred.
• Bilingual (English and Spanish) is required; good communication and documentation skills expected.

Responsibilities

• Deliver a best-in-class customer experience with effective questioning and active listening.
• Educate customers on digital channel solutions and self-service options.
• Handle inquiries, provide product information, and refer customers to appropriate divisions as needed.
• Ensure transactions comply with regulatory standards and bank policies.
• Cross-sell information and refer to sales teams when appropriate.
• Document calls and inquiries in bank systems and applications.
• Escalate issues to higher levels when required.
• Provide support to internal customers and colleagues as needed.

Skills

Customer service

Interpersonal

Problem-solving

Documentation

Telephone etiquette

Listening

Communication

Bilingual English/Spanish

Education

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

Tools

MS Office

Job description

Oriental is seeking an Associate for Retail Channels (Call Center - Mortgage) to deliver prompt, courteous service from our Bayamón, PR contact center. You will answer inquiries, educate customers on digital options, and support cross-selling while ensuring compliance with policies.

The role emphasizes active listening, accurate documentation, and strong communication in English and Spanish, with availability to work various hours including overtime based on business needs.