Associate, Transactional Services (Technical Support) - Temporary

The Associate, Transactional Services (Temporary) provides technical support, troubleshooting assistance and training to commercial clients for our transactional products and services. Position will be working temporary (6 months) and on site based in San Juan, PR.

Main Duties & Responsibilities

• Provide training and technical troubleshooting assistance to commercial client’s products and services (Oriental Cash Management, Paynet Plus, Paynet Plus RDC, Lockbox Archive, “Archivo Digital”, FastCash, FTP Services, balance reporting, among others).
• Participate in a commercial client’s configuration validation process to assess any experience issues and perform corrective actions.
• Receive, register, and answer commercial client requests, complaints & inquiries that are received by phone or email.
• Escalate and follow-up commercial client incidents to third party vendors for resolution.
• Ensure ACH & Wire exceptions files are transmitted prior to submission deadlines.
• Review positive pay exceptions and ensure they are managed by the commercial clients prior to the bank submission deadline.
• Manage work queues to ensure operational needs are met accurately and efficiently.
• Recommend process and procedure changes to improve customer experience and internal efficiency.
• Communicate any incident, problem, or issue trends with recommended solutions to management.
• Participate in the unit Business Contingency Plan.
• Other duties may be assigned.

Minimum Requirements

WORK AUTHORIZATION & ELEGIBILITY :