Customer Service Representative (Call Center)

Are you passionate about customer service? Join our Team, we have several Associate, Retail Channels (Call Center) opportunities to serve our customers while providing a best-in-class customer experience and building loyalty. You may work from our Contact Center in Minillas (Bayamon) or Oriental Center (San Juan) Puerto Rico.

The Associate, Retail Channels (Call Center), provides prompt, courteous, efficient, and best-in-class customer experience with precision and accuracy adhering to existing, operational, and security practices and procedures established.

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.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE :