About this role
Are you passionate about customer service? Join our Team, we have several Associate, Retail Channels (Call Center) opportunities to serve our customers while providing a best-in-class customer experience and building loyalty. You may work from our Contact Center in Minillas (Bayamón, PR).
The Associate, Retail Channels (Call Center), 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 required. • Bilingual (English and Spanish required). • Availability to work any day of the week based on the established hours of operations, plus flexibility to work overtime according to business needs is required.
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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