Associate, Retail Banking (Mortgage Inside Sales)

The Associate, Retail Banking is responsible for converting inbound and assigned leads related to residential mortgages, maximizing opportunities generated from digital channels, branch referrals, and internal business units. The role focuses on delivering exceptional customer experience and efficiently managing the sales pipeline from initial contact through application submission. Position works hybrid and is based in San Juan, PR.

MAIN DUTIES & RESPONSIBILITIES:

• Manage and respond promptly to assigned leads from digital channels, branches, internal units, and campaigns.
• Qualify prospects and guide customers through the end-to-end mortgage process, maintaining appropriate follow-up cadence and meeting established SLAs.
• Execute a consultative sales approach, recommending suitable mortgage products while building strong customer relationships and effectively handling objections.
• Maintain accurate pipeline tracking and ensure all documentation is complete, accurate, and submitted in a timely manner.
• Identify cross-selling opportunities and refer customers to other bank products and services as appropriate.
• Ensure compliance with all applicable regulations, internal policies, and credit procedures.
• Support business initiatives, team meetings, and continuous process improvement activities.
• Other duties may be assigned.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in Business, Finance, Accounting, Marketing, or related field required.
• Two (2+) years of experience in mortgage sales required.
• 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.
• Experience with mortgage operations systems strongly desirable with preference for candidates with Encompass platform experience.
• Proficiency in CRM systems, as well as, MS Office (Word, Excel, PowerPoint) required.
• Knowledge of bank credit policies and procedures.
• Strong communication, analytical, and negotiation skills.
• Customer service-oriented with strong teamwork capabilities.
• Excellent organizational skills with the ability to prioritize workload and meet deadlines.
• Available to work extended hours, as well as, weekends or holidays if needed.
• Required written, verbal & spoken language skills: Spanish (Advanced) and English (Intermediate).

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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