Credit Servicing Associate: Claims & Resolution

Oriental Bank; San Juan (PR); On-site; USD 32,000 - 42,000; Full time

Job summary

Oriental Bank in San Juan, Puerto Rico seeks a customer service specialist to investigate, analyze, and resolve loan-related claims, inquiries, and service requests. You will review account activity, communicate findings to customers, and guide them through resolution steps with care and accuracy.

Join a team focused on delivering compliant, high-quality service while collaborating with multiple departments.

Qualifications

• Associate degree in business, accounting, finance, or related field.
• 1+ year of customer service experience in banking or financial services.
• Strong customer service orientation and desire to help others.
• Excellent verbal and written communication in Spanish and 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 in a fast-paced environment with multiple priorities.
• Familiarity with PEGA or similar case management platforms.
• Basic Microsoft Excel skills.

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 when necessary.
• Document service activities, investigations, and resolutions accurately within applicable systems, including PEGA.
• Collaborate with internal departments to facilitate timely and effective claim resolution.
• Ensure all customer interactions and resolutions comply with established service standards and regulatory guidelines.
• Identify opportunities to improve the customer experience through proactive communication and problem resolution.
• Meet established productivity, quality, and customer service goals.
• Maintain detailed and accurate records of customer interactions and case management activities.
• Support special projects, operational initiatives, and department needs as assigned.
• Deliver outstanding service while balancing customer needs and regulatory requirements.

Skills

Customer service

Bilingual Spanish-English

Communication skills

Analytical thinking

Attention to detail

Education

Associate Degree in Business Administration, Accounting, Finance, or a related field

Tools

PEGA

Job description

Oriental Bank in San Juan, Puerto Rico seeks a customer service specialist to investigate, analyze, and resolve loan-related claims, inquiries, and service requests. You will review account activity, communicate findings to customers, and guide them through resolution steps with care and accuracy.

Join a team focused on delivering compliant, high-quality service while collaborating with multiple departments.