Job Description

CUSTOMER SERVICE & SALES REPRESENTATIVE

FIRSTLINE CALL CENTER

FIRSTBANK PR

Our Company

At FirstBank PR, we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

The Customer Service & Sales Representative answers telephone calls to respond to customer inquiries or perform sales activities. Projects a professional image through phone interaction, demonstrating deep knowledge of products, services, systems and procedures of the bank. The incumbent is required to work on a flexible schedule and understand that he/she will be assigned to work on weekdays, nights, holidays and weekends.

What You’ll Need to Succeed

• Answers telephone calls, responds and registers customer requests, claims and complaints on applicable systems as per department policies and procedures.
• Keeps up to date on all products, services and applicable regulations.
• Builds customer’s interest in the services and products offered by the bank.
• Sell and provide orientation of bank products to new and existing customers and promotes incremental sales through cross sells initiative.
• Provides personalized high level customer service.
• Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.
• Recognizes, documents, and alerts the supervisor of trends in customer calls volumes.
• Responsible of preventing and identifying possible red flags indicators and security fraud codes.
• Manages customers interactions or other channels such as: voicemail, email and chat.
• Meet monthly targets to achieve individual and departmental goals.

· Other duties as assigned.

Competencies:

The competencies detailed below are the behaviors to be exhibited by the incumbent while performing his/her duties as relates to our corporate values, culture and philosophy.

· Bank-Wide products knowledge

· Team work orientation

· Call Center management knowledge

· Client service

· Sales skills and techniques

· Advanced communication skills: Write, speak English and Spanish

· Good keyboard skills (min. 30 wpm)

· Telephone etiquette knowledge

· Language: good to excellent verbal and written skills in both English and Spanish; fully bilingual

What You’ll Need:

· Technical course or Associate Degree, preferable in Business Administration

· One to two years of experience on Customer Service or Sales Marketing

· Experience and/or knowledge in banking products and services

· Exceptional skills in keyboard (type 30 wpm) and operating computer systems

· Knowledge of telephone etiquette

· Experience in customer service to adept in using search tools, browsers, e-mail features, tracking features and familiarity of CRM solutions

· Strong sense of responsibility, punctuality, high level of motivation, good interpersonal skills. Superior bilingual communication skills, both oral and written

· Basic arithmetic skills required

· Must be flexible to work 24 x 7 shifts, including nights and weekend

· Full Bilingual (Preferred)

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure.

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