Associate, Retail Channels (Call Center) (Temporary)

Job Details

The Associate, Remote Network, provides prompt, courteous, efficient, and best-in-class customer experience with precision and accuracy adhering to existing, operational, and security practices and procedures established.

MAJOR DUTIES & RESPONSIBILITIES:

• Delivers a unique customer experience utilizing effective questioning and active listening skills to anticipate and determine customer needs ensuring a high level of satisfaction in adherence to established policies and procedures.
• Educate customers on digital channel solutions and self-service applications available for their accounts.
• Receives and channels a variety of customer inquiries through our call center to provide service, support, and provide expert advice regarding our products including referring customers to other divisions.
• Ensures and promotes that all transactions and inquiries are managed within our compliance and regulatory standards.
• Promotes and provides information on the bank's products, services, and channels. Identifies cross-selling opportunities and refers the customer to the appropriate sales team member.
• Receives, records, and channels claims, and inquiries from customers or potential customers and provides applicable guidance.
• Documents calls and service inquiries in existing bank systems and applications.
• Escalates and refers customer matters to next-level management or appropriate operational areas.
• Consistently provides the customer with a high level of quality service.
• Provides support and services to internal customers and colleagues as required.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE:

• Associate or bachelor's degree in business administration or related field required.
• One (1) year of customer service, call center, or sales experience required. Retail environment preferred. An equivalent combination of education and experience may be considered.
• Excellent customer service, interpersonal, problem-solving, and documentation skills are required both verbal and written.
• Requires good telephone etiquette, listening, and communication skills.
• Understanding of banking or financial products and services preferred.
• Detail oriented and able to manage multiple priorities required.
• Computer proficiency is required. Knowledge of MS Office and other business applications preferred.
• Bilingual (English and Spanish required).
• Availability to work any day of the week based on the established hours of operations (Monday - Friday: 7:00am-4:00pm; 10:00am-7:00pm; Saturday: 8:00am-5:00pm), plus flexibility to work overtime according to business needs is required. .

Oriental is an EEO Employer / Affirmative Action for Females / Disabled / Veterans

Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)

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 Oriental Financial Services LLC

 06/15/2024

 San Juan,PR