Job Description

Responsible for providing an excellent value-added customer service experience throughout all bank’s touch points included but not limited to Digital Channels, Call and Service Centers, Branches, Social Media, etc. Additional responsibilities include promoting customer adoption of digital channels and self-serving solutions for servicing and payment collections. Assist Sales of Retail Banking with corresponding digital services and products (core systems) to improve customer satisfaction and increase sales. You may work from our center in Minillas (Bayamón, PR.)

MAJOR DUTIES & RESPONSIBILITIES:

• Deliver a unique customer service experience utilizing effective questioning and listening skills to anticipate and determine the customer’s needs and concerns, to ensure a high level of customer satisfaction.
• Respond to customer needs quickly and accurately, consulting with customers and finding alternative methods to respond to needs within company policy and procedures.
• Daily call monitoring and report generation of Inbound IVR calls: Call Performance Delay Before Answer, Delay Before Abandon, Call Waiting, etc. Promote demographics capture to help identify problem incidence trends by branch, products and services, and Marketing Media Mix.
• Assist managers in helping maintain Customer Database quality so customer contacts and profiles are documented and updated in core systems.
• Liaison with Operations, Branches, and other departments to support sales goals and reduce cycle time in card balance transfer, loan disbursements, 401k transfers, and other products account oppening.
• Apply service standards and procedures when interviewing individuals to identify servicing needs
• Ensure the proper handling of customer relation during the servicing and collections process.
• Identify and report to management recurrent problems as reported by the customers
• Analyze customer accounts that proactively requires collection efforts applying the established collection and communication processes.
• Prepares and communicates recommendations to management for legal and other actions necessary to resolve delinquent accounts; and reports all collection efforts and progress daily.
• Document and update each customer contact and resolution in customer service related systems.
• In the performance of their respective tasks and duties, employee will maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security and bank policies and procedures.

EDUCATION AND EXPERIENCE:

• BA Degree in Communications, or Marketing (or equivalent), or related field, Advertising, Management, Accounting, Business administration.
• At least two (2) years previous customer and account services, sales or collections experience in a call center environment, preferably in a medium sized financial institution.
• 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.
• Able to exercise confidentiality and discretionary judgment.
• Must be service and customer oriented, with extensive interpersonal and problem-solving skills.
• Requires good voice projection while using the phone, excellent telephone skills, judgement and perseverance.
• Ability to work effectively independently.
• Must have intermediate level of computer utilization skills including working with MS Words and Excel.
• Must be detail-oriented.
• Excellent communication skills, spoken and written in both languages, English and Spanish.
• Available to work night shift, including weekends.

Physical / Work Conditions

In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodations for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk, hear, lift up to 20 lbs., and may be required to work evenings and/or weekends, attend remote meetings and/or to travel.

Company Conformance

In the performance of respective tasks and duties, in accordance with the organizational & functional competencies models, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

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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