Associate, Retail Channels (Mortgage)

Oriental Bank•Bayamon, PR

13d•Onsite

About The Position

The Associate, Retail Channels (Mortgage) serves customers through the bank’s call center, delivering a high-quality customer experience and building customer loyalty. The position may be based at the Contact Center in Minillas, Bayamón, Puerto Rico. The associate responds to customer inquiries, provides service and guidance about bank products, and helps customers use digital and self-service solutions. The role also supports internal customers and colleagues and performs other duties as assigned. This position is of indefinite duration and requires permanent or ongoing authorization to work in the United States, which the employee must maintain throughout employment.

Requirements

Associate or bachelor’s degree in Business Administration or a related field; an equivalent combination of education and experience may be considered.
At least one year of customer service, call center, or sales experience.
Excellent verbal and written customer service, interpersonal, problem-solving, and documentation skills.
Good telephone etiquette, listening, and communication skills.
Ability to manage multiple priorities and attention to detail.
Computer proficiency, including knowledge of MS Office and other business applications.
Bilingual in English and Spanish.
Availability to work any day of the week based on established operating hours and flexibility to work overtime according to business needs.
Legal authorization to work in the United States that is permanent or ongoing and can be maintained throughout employment.

Nice To Haves

Experience in a retail environment preferred.
Understanding of banking or financial products and services preferred.

Responsibilities

Use effective questioning and active listening to anticipate and determine customer needs and provide a satisfying customer experience in accordance with established policies and procedures.
Educate customers about digital channel solutions and self-service applications available for their accounts.
Receive and channel customer inquiries through the call center, providing service, support, and advice regarding products, including referring customers to other divisions.
Ensure transactions and inquiries are handled in accordance with compliance and regulatory standards.
Promote and provide information about the bank’s products, services, and channels.
Identify cross-selling opportunities and refer customers to the appropriate sales team member.
Receive, record, and channel claims and inquiries from customers or potential customers, providing applicable guidance.
Document calls and service inquiries in existing bank systems and applications.
Escalate or refer customer matters to next-level management or appropriate operational areas.
Consistently provide a high level of customer service.
Provide support and services to internal customers and colleagues as required.
Perform other duties as assigned.