The Operational Support & Quality Lead oversees operational support, quality assurance, reporting, and control activities within the Collections area. This role supervises a team of Associates while ensuring default reporting, audit responses, quality monitoring, and operational support processes are executed accurately, timely, and in compliance with investor, agency, regulatory, and internal requirements.

The Advisor partners closely with Internal and External Collections teams to strengthen operational controls, improve reporting accuracy, monitor quality performance, support strategic initiatives, and drive continuous improvement across the Collections function. The position works hybrid and reports to Oriental Minillas building in Bayamon, Puerto Rico.

MAIN DUTIES & RESPONSIBILITIES:

• Supervise Associates by assigning and balancing workloads, establishing priorities, monitoring performance, providing coaching, and ensuring appropriate training and operational coverage.
• Oversee default reporting activities for the Collections area, ensuring information is accurate, complete, timely, and compliant with management, investor, guarantor, insurer, agency, and regulatory requirements.
• Coordinate audit sampling, quality control reviews, and related assessments; analyze findings, gather supporting documentation, prepare responses, and monitor corrective action plans through completion.
• Monitor operational support activities, including prepaid items, low-balance loans, daily reporting, and other assigned processes, ensuring service levels, controls, and deadlines are met.
• Administer call monitoring activities to measure quality, compliance, and customer experience results; identify trends and provide actionable feedback to management and team members.
• Lead or support artificial intelligence initiatives by defining performance indicators, validating results, monitoring adoption, and recommending process improvements.
• Provide operational guidance and problem-solving support to Internal and External Collections teams, addressing escalations and coordinating issue resolution with appropriate business areas.
• Develop, maintain, and enhance procedures, controls, analytical tools, dashboards, and reports to support operational effectiveness and decision-making.
• Identify operational risks, control weaknesses, performance trends, and efficiency opportunities, recommending solutions to improve results and strengthen controls.
• Support audits, regulatory reviews, management reporting, and special projects as assigned.
• Collaborate with cross-functional teams to support operational objectives, process improvement initiatives, automation efforts, and strategic projects.
• Other duties may be assigned.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in Business Administration, Finance, Management, Accounting, or a related field required.
• Three (3+) years of experience in Collections, Banking Operations, Quality Assurance, Operational Support, Compliance, Reporting, Customer Service, Contact Center Operations, or related business functions required. Previous leadership, supervisory, coaching, team coordination, people development, or talent management experience preferred.
• Minimum education and experience requirements may be substituted with an equivalent combination of education, training, and relevant experience.
• Advanced proficiency in Microsoft Excel, including data analysis, reporting, pivot tables, formulas, and operational tracking required.
• Strong knowledge of operational controls, quality assurance methodologies, reporting processes, and regulatory requirements applicable to banking operations.
• Experience supporting audits, quality control reviews, regulatory examinations, corrective action plans, and compliance-related activities preferred.
• Exposure to automation initiatives, process improvements, operational analytics, artificial intelligence initiatives, or performance monitoring activities preferred.
• Knowledge of systems such as Infinity, Metavante, Horizon, Base 2000, or similar servicing and operational platforms preferred.
• Strong leadership, communication, influencing, and relationship management skills, with the ability to provide coaching, establish credibility, drive accountability, and collaborate effectively across multiple organizational levels.
• Highly organized, process-oriented, and detail-oriented, with a strong focus on continuous improvement, adaptability, confidentiality, and the ability to manage multiple priorities in a fast-paced environment.
• Advanced written and verbal communication skills in Spanish required; proficiency in English required to effectively interact with auditors, investors, and external stakeholders.

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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