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.
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