Responsibilities:

• Promote and sell OFG banking and financial products, services, campaigns, special projects, and marketing initiatives through phone and digital media channels.
• Conduct inbound/outbound sales calls to prospective customers and manage inbound sales opportunities from current clients.
• Ensure quality and professionalism in all inbound and outbound communications while maintaining customer satisfaction and compliance requirements.
• Promote product cross-selling opportunities and customer profiling activities during customer interactions.
• Prepare and submit reports requested by the Sales Manager in a timely manner and according to established quality standards.
• Verify application performance and provide feedback regarding system access, downtime, usability, and performance issues.
• Update customer contact, demographic, and profile information within the Bank's core systems.
• Forward complex customer service requests to the appropriate support units for resolution.
• Report incidents related to access, security, system unavailability, database segmentations, procedures, or application experience.
• Explain and apply departmental standards, policies, procedures, and eligibility criteria when interviewing customers and collecting information.
• Assist in customer retention initiatives and maintain positive customer relationships.
• Perform other duties as assigned.

Qualifications:

• Associate's Degree in Marketing, Management, Banking, Business Administration, or a related field is required.
• Minimum of one (1) year of relevant experience in a call center environment.
• Minimum education and experience requirements may be substituted with an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
• Strong verbal and written communication skills in Spanish and English.
• Ability to effectively manage multiple tasks in a fast-paced environment.
• Banking industry knowledge preferred.
• Proficiency in Microsoft Office applications, including Excel and PowerPoint.
• Strong customer service, sales, and relationship management skills.

• Languages: Bilingual (Spanish: and English: Intermediate/Advanced)

Skills:

• Customer sales and business development.
• Customer retention strategies.
• Customer relationship management (CRM) systems.
• Call management systems.
• Teamwork and collaboration.
• Effective verbal and written communication.
• Customer service excellence.
• Multi-tasking and time management.
• Banking products and services knowledge.
• Microsoft Excel and PowerPoint proficiency.
• Attention to detail and documentation accuracy.
• Ability to identify customer needs and recommend appropriate solutions.

Company Conformance:
Employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Bank Secrecy Act:
In the performance of their respective tasks and duties, employees will maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security, bank policies and procedures.

Physical and Working Conditions:
In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodation for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk, hear, lift up to 20 lbs., and may be required to work evenings and/or weekends, attend remote or onsite meetings and/or travel.

Other Duties:
This job description in no way should be construed as a contract for employment. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not a comprehensive inventory of all duties, responsibilities, and qualifications required for this job. Duties may be subject to change at any time due to reasonable accommodation or other reasons. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

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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