Associate, Retail Channels (Mortgage)

Job Description Summary
Are you passionate about customer service? Join our Team, we have several Associate, Retail Channels (Call Center - Mortgage) 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).

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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