Job Description

Join our dynamic team as an Advisor, Retail Channels (Concierge), where you will serve our high-end customers with a sharp and professional business approach. Your role will be pivotal in increasing revenues and expanding our portfolio by building goodwill and customer loyalty. You will make our high-end customers feel pampered and eager to deepen their relationship with us due to their satisfaction. Position works onsite based in Bayamón, PR.

Key Responsibilities:

• Customer Relations: Manage high-value customer relations by offering tailored solutions that meet their true needs, providing a personalized and caring experience.

• Banking Transactions: Assist clients with their banking transactions and service requirements while building relationships and identifying financial needs.

• Exceed Expectations: Anticipate and resolve client requests with the goal of exceeding expectations, regardless of the size of the request. Comply with and exceed engagement and service level performance targets.

• Customer Awareness: Ensure high-value customers are aware of all the services we offer to enhance their financial lives. Develop creative solutions to complex challenges presented by customers.

• Decision Making: Be willing to assume risk and make critical decisions when urgency arises.

• Relationship Building: Cultivate strong, authentic, and trusted relationships with high-value customers. Grow relationships, generate additional product bonding, and obtain referrals from satisfied customers.

• Re-engagement: Re-engage inactive high-value customers. Call on prospective and existing customers to develop professional relationships and solicit new business. Follow up after the initial service or sales encounter.

• Service Solutions: Promptly solve service issues, provide financial solutions, and offer expert advice to meet customer needs.

• Customer Ownership: Position yourself as the customer owner by ensuring any issue escalated or referred to other areas is resolved with agility and priority.

• Follow-Up: Follow up on any open issue, referral, or consultation until it is resolved and confirm customer satisfaction, even if the issue was assigned to others. Promote the use of our digital channels for customer convenience.

• Account Management: Process all types of deposit accounts, open new accounts, and cross-sell bank products and services. Implement the financial institution’s client retention strategies.

• Compliance: Ensure strict compliance with established bank policies, procedures, and regulations, including know your customer and anti-money laundering procedures in all transactions and customer interactions.

• Additional Duties: Perform other duties as assigned.

Minimum Requirements:

• Education: Bachelor’s degree in Business Administration, Industrial Engineering, or related fields.

• Experience: Three (3) years of experience in Call Center / Contact Center, Branches, and/or retail channels management environment. At least one (1) year of experience in financial services, insurance, mortgage, or financial advice is highly desirable.

• Skills: Excellent consulting, sales, interpersonal, and communication skills (verbal and written). People-oriented, effectively dealing with clients of diverse backgrounds.

• Knowledge: Experience with financial/banking products and knowledge of banking regulations, both local and federal.

• Language: Fully bilingual – English and Spanish (verbal and written).

• Technical Proficiency: Proficiency in MS Office (Word, Excel, Outlook), reporting systems, and other relevant software.

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)

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