What You'll Do

As a Associate, Credit Servicing, you will:

• Investigate, analyze, and resolve customer claims, complaints, and service requests related to consumer, mortgage, auto, solar, and commercial loans.
• Review customer concerns, research account activity, and determine appropriate resolutions.
• Communicate with customers to explain findings and guide them through resolution processes when necessary.
• Document service activities, investigations, and resolutions accurately within applicable systems, including PEGA.
• Collaborate with internal departments to facilitate timely and effective claim resolution.
• Ensure all customer interactions and resolutions comply with established service standards and regulatory guidelines.
• Identify opportunities to improve the customer experience through proactive communication and problem resolution.
• Meet established productivity, quality, and customer service goals.
• Maintain detailed and accurate records of customer interactions and case management activities.
• Support special projects, operational initiatives, and department needs as assigned.
• Deliver outstanding service while balancing customer needs and regulatory requirements.

What We're Looking For

Required Qualifications

• Associate Degree in Business Administration, Accounting, Finance, or a related field.
• Minimum of one (1) year of customer service experience within banking, financial services, lending, mortgage servicing, or a related industry.
• Strong customer service orientation with a genuine desire to help others.
• Excellent verbal and written communication skills in Spanish & English.
• Strong analytical and problem-solving abilities.
• Ability to investigate issues, review information, and determine appropriate solutions.
• Strong attention to detail and organizational skills.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.

Preferred Strengths

• Experience supporting consumer lending, auto loans, mortgage servicing, or commercial loans.
• Prior banking, branch, contact center, or loan servicing experience.
• Experience handling customer complaints, escalations, or claim investigations.
• Knowledge of consumer banking regulations and lending practices.
• Familiarity with PEGA or similar customer case management platforms.
• Basic Microsoft Excel skills.
• English communication skills

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.

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

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