Manager, Call Center (Concierge)

Manager, Remote Network (Call Center Concierge)

The Manager, Remote Network (Call Center Concierge) is responsible for the oversight of the Concierge team. Ensure the team serves high-end customers with a sharp and professional business approach. Increases revenues and portfolio by building good will and customer loyalty. Making the high-end customer feel pampered and eager to increase relationship due to satisfaction. Position works on-site based in San Juan, PR.

Major Duties & Responsibilities:

• Manage high-value customer relations and offer the right solutions by understanding the true needs and by providing concierge-type service. Provide personalized and caring experiences.
• Identifying potential new clients and working with them to build a lasting relationship to manage their wealth.
• Identify opportunities to cross-sell banking products and services to clients, such as accounts, mortgages, insurance, and investment products, to maximize revenue and deepen client relationships.
• Offer personalized financial advice and solutions tailored to the client's financial management objectives, including investment options. Anticipate and resolve client requests to exceed expectations.
• Assist clients with their banking transactions and service requirements while building relationships and helping identify financial needs.
• Promote agents' anticipation and resolution of client requests to exceed expectations, no matter how small or large the request.
• Make sure high-value customers are aware of all we can do, to make their financial lives better.
• Be self-sufficient in developing creative solutions to complex challenges presented by customers.
• Be willing to assume risk and make decisions when critical or urgency emerges.
• Cultivate, and create strong, authentic, and trusted relationships between the team and customers.
• Comply and exceed engagement and service level performance targets.
• Re-engage inactive high-value customers.
• Use negotiation talents to solve service issues, provide financial solutions and provide expert advice towards customers' needs.
• Position himself as the customer owner by making sure any issue escalated or referred to other areas is solved with agility and priority.
• Make sure the team follows up on any open issue, referral, or consultation until it is solved and confirm customer satisfaction no matter if the issue was assigned to others.
• Grow relationships and generate additional product bonding and generate referrals from satisfied customers.
• Strengthen bank relationships with clients and the team, utilizing excellent communication techniques, professional projection, and image.
• Stay updated on economic trends, the stock market, and relevant topics to engage in customer conversations.
• Calls on prospective and existing customers to develop professional relationships; solicit new business. Follows up after the initial service or sales encounter.
• Oversee the comprehensive management of Elite segment clients, including onboarding processes, proactive follow-up, and ongoing maintenance. Ensure compliance with the institution's defined quality and service standards, delivering a differentiated experience through the Concierge program.
• Lead the team in the effective implementation of institutional cross-selling and deepening strategies, aimed at strengthening relationships with Elite clients. Promote engagement with Oriental by fostering long-term relationships and maximizing the bank's value proposition.
• Participate in training programs, certifications, or required licenses to support specialized functions, ensuring that critical knowledge and competencies remain up to date.
• Encourage active team participation in initiatives targeting Concierge segment clients, with the goal of strengthening relationships, fostering authentic connections, and delivering meaningful experiences that enhance the customer journey and promote long-term loyalty.
• Facilitate collaboration across service lines, ensuring the team responds effectively to operational demands from areas such as Onboarding, Concierge Line, Elite, among others. Guarantee comprehensive coverage, service continuity, and a frictionless client experience.
• Supervise and support the professional development of the team, ensuring their participation in training programs, certifications, and required licenses to keep key competencies and specialized knowledge current.
• Represent the Concierge team in activities, fostering strong and lasting relationships with program clients through personalized and proactive service.

Education and Experience:

• Bachelor's degree in Business Administration, Finance or related field required.
• At least three (3) years' experience in a financial services company or related work of management required. Supervisory experience in call center environment is 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.
• Fully bilingual English and Spanish (verbal and written) required.
• Excellent consulting, sales, interpersonal and communication skills (written and public speaker).
• People oriented deals effectively with clients of diverse social and gender groups.
• Strong analytical, decision making and problem-solving skills.

Work Authorization & Eligibility:

• 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.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)