Job Description

The Associate, Retail Channels (Migration) provides direct support and communication to retail channels and supports strategies and initiatives to further the adoption of digital channels among customers. This on-site position is based at Oriental Center in San Juan, PR, and requires rotation across branch locations according to business needs.

MAJOR DUTIES & RESPONSIBILITIES:

• Deliver proactive and dynamic customer service. Demonstrates a positive and helpful attitude toward customers (internal and external).

• Refer customers to the digital channel options according to the customers’ needs.

• Support the definition and development of digital channels adoption strategies for existing and new clients.

• Visit physical channels to provide feedback and communicate defined strategies related to digital channels adoption.

• Throughout direct observation of clients and customers’ conduct, apply gained insights/data to create pitch-perfect digital briefs and customer journeys.

• Stay up to date on current and future Oriental’s digital channels capabilities to provide the most cutting-edge insights and guidance to personnel.

• Act as a liaison with decision makers while monitoring and analyzing performance across digital channels to track engagement.

• Participate in presentations as an expert in the digital channels’ arena.

• Participate in testing process as part of the development of new digital tools.

• Support the generation of continuous motivation, contests, and different initiatives to achieve results.

• Support the preparedness of processes, communications, guided, facts sheets or any necessary documentation to serve as tools for branches.

• Other duties may be assigned.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Business Administration with major in finance or related field. Required.

• Two (2) years experience in a financial services company or related work of management. Required.

• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.

• Excellent knowledge in industry operating policies, procedures and regulations (state and federal).

• Excellent analytical skills to determine critical issues and areas in need of improvement and the ability to find creative solutions while considering all aspects, departments and individuals affected.

• Excellent written and verbal communication skills with a demonstrated ability to create processes and procedures and to lead a project and communicate results as well as carry out new policies and procedures.

• Excellent communications skills in writing and verbal, English, and Spanish. Required

• Superior communication, presentation, and negotiation skills to communicate across a broad base of internal customers.

• Excellent knowledge of computer systems and changing technology.

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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