Advisor, Remote Network (Sales Concierge)

Oriental Bank•Bayamon, PR

16d•Hybrid

About The Position

The Advisor, Remote Network (Sales Concierge) serves high-end customers with a professional business approach, building goodwill and customer loyalty to increase revenue and customer portfolios. The role provides personalized, concierge-style banking service, helps customers with transactions and service needs, identifies financial needs, and develops trusted customer relationships. The position is hybrid and based in San Juan, Puerto Rico. The Advisor helps customers resolve requests and service issues, provides financial solutions and advice, and follows referrals or escalated matters through to resolution while confirming customer satisfaction. The role also develops business with prospective and existing customers, promotes digital banking channels, processes deposit accounts, opens new accounts, cross-sells banking products and services, and supports client retention strategies. The Advisor must follow bank policies, procedures, and applicable regulations, including know-your-customer and anti-money-laundering requirements. Other duties may be assigned.

Requirements

Bachelor’s degree required; equivalent combinations of education, training, and experience may be substituted where they provide the required knowledge, skills, and abilities.
Three years of experience in a call center/contact center, branch, and/or retail-channel management environment required.
Excellent consulting, sales, interpersonal, and verbal and written communication skills.
Ability to deal effectively with clients from diverse backgrounds.
Strong analytical, decision-making, and problem-solving skills.
Effective problem-solving, escalation, and collaboration skills.
Fluency in English and Spanish, both written and verbal.
Experience with financial or banking products and knowledge of local and federal banking regulations.
Proficiency in Microsoft Word, Excel, Outlook, and other business applications.
Availability to work any day and any shift, including weekends and evenings.
Legal authorization to work in the United States, with permanent or ongoing work authorization maintained throughout employment.

Nice To Haves

A degree in Business Administration, Industrial Engineering, or a related major is preferred.

Responsibilities

Manage relationships with high-value customers and offer suitable solutions by understanding their needs and providing concierge-style service.
Provide a personalized and caring customer experience.
Assist customers with banking transactions and service requirements while building relationships and identifying financial needs.
Anticipate and resolve customer requests with the goal of exceeding expectations.
Meet or exceed engagement and service-level performance targets.
Inform high-value customers about the financial services available to them.
Develop creative solutions to complex customer challenges and make decisions when urgent situations arise.
Build strong, authentic, and trusted relationships with high-value customers.
Grow customer relationships, generate additional product relationships, and seek referrals from satisfied customers.
Re-engage inactive high-value customers.
Contact prospective and existing customers to develop professional relationships and solicit new business.
Follow up after initial service or sales interactions.
Resolve service issues promptly and provide financial solutions and expert advice aligned with customer needs.
Take ownership of customer issues, including those escalated or referred to other areas, and ensure they are resolved promptly and with priority.
Track open issues, referrals, and consultations through resolution and confirm customer satisfaction.
Promote digital channels for customer convenience.
Process deposit accounts, open new accounts, and cross-sell bank products and services.
Carry out the financial institution’s client-retention strategies.
Comply with bank policies, procedures, and regulations, including know-your-customer and anti-money-laundering procedures, in transactions and customer interactions.
Perform other duties as assigned.