Join our team and be part of our digital transformation! We have several Associate, Customer Service (Call Center) opportunities serving our customers while providing a best-in-class customer service experience and building loyalty. The position is temporary, working onsite, full-time with an initial 6-month contract and the location base is in Oriental Center, in San Juan, Puerto Rico.
The Customer Service (Call Center) provides a prompt, courteous, efficient and best-in-class customer experience with accuracy and precision by adhering to established operational and safety practices and procedures.
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.
Other duties may be 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 (verbal and written) required.
Availability to work any day of the week based on the established hours of operations: Monday – Friday: 7:00am-4:00pm; 10:00am-9:00pm (2 shifts); Saturday: 8:00am-5:00pm and possible Sunday, plus flexibility to work overtime according to business needs is required.
Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)
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