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Advisor, Remote Network (Virtual Teller Supervisor)

Advisor, Remote Network (Virtual Teller Supervisor)

OrientalBayamon, Puerto Rico
Hace 20 días
Descripción del trabajo

The Advisor, Remote Network (Supervisor) is responsible for the efficient daily operation and service of Virtual Branch. Manages employees, organizes, and directs activities, and provides a high level of quality customer service. Position works on-site based in Bayamon, PR

MAJOR DUTIES & RESPONSIBILITIES :

  • Manages overall Virtual branch office operation.
  • Observe and monitor customer traffic to ensure high quality services while meeting Service Level Agreements (SLA).
  • Maintain solutions focus across our digital channels and promote sales referrals as needed.
  • Responsible for the delivery of proactive and dynamic customer service to the Virtual Branch at each service ITM
  • Administer personnel to maintain service levels.
  • Monitors, evaluates and coach personnel performance to ensure compliance with our values, attributes and value proposition on daily activities and interactions to guarantee customer satisfaction through coaching and call quality.
  • Assists in recruitment, selects, trains, motivates, and develops assigned staff; completes and conducts performance appraisals.
  • Represents the financial institution to the community through good customer relations.
  • Reviews and approves banking transactions in accordance with established authority levels / limits.
  • Ensures branch compliance with bank regulations, requirements, and procedures; ensures staff follows operational and security policies and procedures.
  • Manages branch audits.
  • Monitor chat or support channels, support queues and call traffic, through the system and established service levels.
  • Assist and validate the cash balances of the associates (Virtual Tellers) and carry out the final balance of the Branch.
  • Assist area quality controls such as associate access (Virtual Tellers), review of desktops, folders, organization in general.
  • Other duties may be assigned.

EDUCATION AND EXPERIENCE :

  • Bachelor’s degree in business administration, Finance, or related field required.
  • Three (3) years of experience leading and supervising customer service teams required in a financial services organization (highly desirable).
  • Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
  • Strong analytical skills and proactive problem-solving skills to handle diverse assignments.
  • Proficiency in MS Office (Word, Excel, Outlook), reporting systems and other business applications required.
  • Demonstrated ability to analyze problems / issues, collect data and information, evaluate and recommend alternative solutions.
  • Excellent communication skills and ability to work collaboratively and effectively with diverse staff, colleagues and clients.
  • Fully bilingual : English and Spanish (written and verbal) required.
  • Flexibility to work existing shifts seven days a week in Remote Channels and availability to adapt to operational needs.

    • WORK AUTHORIZATION & ELEGIBILITY :

  • Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
  • Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.
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