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CUSTOMER SERVICE & SALES REPRESENTATIVE - FIRSTLINE CALL CENTER - FIRSTBANKPR

First BanCorpSan Juan, Puerto Rico, Puerto Rico

Hace 13 días

Descripción del trabajo

CUSTOMER SERVICE & SALES REPRESENTATIVE

FIRSTLINE CALL CENTER

FIRSTBANK PR

Our Company

At FirstBank PR , we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

The Customer Service & Sales Representative answers telephone calls to respond to customer inquiries or perform sales activities. Projects a professional image through phone interaction, demonstrating deep knowledge of products, services, systems and procedures of the bank. The incumbent is required to work on a flexible schedule and understand that he / she will be assigned to work on weekdays, nights, holidays and weekends.

What You’ll Need to Succeed

Answers telephone calls, responds and registers customer requests, claims and complaints on applicable systems as per department policies and procedures.
Keeps up to date on all products, services and applicable regulations.
Builds customer’s interest in the services and products offered by the bank.
Sell and provide orientation of bank products to new and existing customers and promotes incremental sales through cross sells initiative.
Provides personalized high level customer service.
Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.
Recognizes, documents, and alerts the supervisor of trends in customer calls volumes.
Responsible of preventing and identifying possible red flags indicators and security fraud codes.
Manages customers interactions or other channels such as : voicemail, email and chat.
Meet monthly targets to achieve individual and departmental goals.
Other duties as assigned.

Competencies :

The competencies detailed below are the behaviors to be exhibited by the incumbent while performing his / her duties as relates to our corporate values, culture and philosophy.

Bank-Wide products knowledge

Team work orientation

Call Center management knowledge

Client service

Sales skills and techniques

Advanced communication skills : Write, speak English and Spanish

Good keyboard skills (min. 30 wpm)

Telephone etiquette knowledge

Language : good to excellent verbal and written skills in both English and Spanish; fully bilingual

What You’ll Need :

A minimum of 24 credits toward an associate or bachelor’s degree, or coursework related to banking, is preferred.

Two (2) to three (3) year of experience working in Customer Service or Sales Marketing.

Experience and / or knowledge in banking products and services.

Candidates with a combination of practical experience, relevant training, and academic preparation may also qualify if they demonstrate the required skills and competencies.

Exceptional skills in keyboard (type 30 wpm) and operating computer systems

Knowledge of telephone etiquette

Experience in customer service to adept in using search tools, browsers, e-mail features, tracking features and familiarity of CRM solutions

Strong sense of responsibility, punctuality, high level of motivation, good interpersonal skills. Superior bilingual communication skills, both oral and written

Basic arithmetic skills required

Must be flexible to work 24 x 7 shifts, including nights and weekend

Full Bilingual

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Sales Representative • San Juan, Puerto Rico, Puerto Rico