Collections Operations & Quality Lead (Hybrid)

Oriental Bank; Bayamón (PR); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Oriental Bank in Bayamón, Puerto Rico, seeks an Operational Support & Quality Lead to oversee the Collections function, including QA, reporting, and control activities. The role supervises a team of Associates and ensures timely, compliant delivery of default reporting and audit responses.

The position is hybrid and reports to the Oriental Minillas building in Bayamón. The ideal candidate has a strong background in operational controls, analytics, and process improvement, with bilingual

Qualifications

• Bachelor’s degree in Business Administration, Finance, Management, Accounting, or related field.
• 3+ years of experience in Collections, Banking Operations, Quality Assurance, Operational Support, Compliance, Reporting, Customer Service, Contact Center Operations, or related business functions.
• Advanced proficiency in Microsoft Excel, including data analysis, reporting, pivot tables, formulas, and operational tracking.
• Strong knowledge of operational controls, quality assurance methodologies, reporting processes, and regulatory requirements applicable to banking operations.
• Experience supporting audits, quality control reviews, regulatory examinations, corrective action plans, and compliance-related activities preferred.

Responsibilities

• Supervise Associates by balancing workloads and providing coaching.
• Oversee default reporting activities for the Collections area, ensuring accuracy, timeliness, and regulatory compliance.
• Coordinate audit sampling, quality control reviews, and related assessments; analyze findings and monitor corrective action plans.
• Monitor operational support activities, including prepaid items, low-balance loans, daily reporting, and other processes; ensure SLAs.
• Administer call monitoring to measure quality, compliance, and customer experience; provide feedback to management and staff.
• Lead or support AI initiatives by defining performance indicators, validating results, monitoring adoption, and recommending improvements.
• Provide operational guidance and problem-solving support to Internal and External Collections teams; address escalations and coordinate resolutions.
• Develop, maintain, and enhance procedures, controls, dashboards, and reports to support operational effectiveness.
• Identify operational risks and efficiency opportunities, recommending solutions to strengthen controls.
• Support audits, regulatory reviews, management reporting, and special projects as assigned.
• Collaborate with cross-functional teams to support objectives, process improvements, and automation efforts.

Skills

Microsoft Excel

Leadership

Quality assurance

Operational support

Regulatory compliance

Spanish language

Communication

Data analysis

Education

Bachelor’s degree in Business Administration, Finance, Management, Accounting, or related field

Tools

Infinity

Metavante

Horizon

Base 2000

Job description

Oriental Bank in Bayamón, Puerto Rico, seeks an Operational Support & Quality Lead to oversee the Collections function, including QA, reporting, and control activities. The role supervises a team of Associates and ensures timely, compliant delivery of default reporting and audit responses.

The position is hybrid and reports to the Oriental Minillas building in Bayamón. The ideal candidate has a strong background in operational controls, analytics, and process improvement, with bilingual