Reviews and resolves customers' claims, complaints and requests from consumer and commercial loans' customers (excluding mortgages), within the established time frames and in compliance with Oriental’s policies and applicable regulations. Provides an excellent experience to customers who contact Oriental to present a claim or request a service.
Position works hybrid and is based in Oriental Center, San Juan PR.
MAIN DUTIES & RESPONSIBILITIES:
- Reviews, investigates and refers claims to appropriate areas, if needed, for resolution.
- Claims may be related but not limited to: auto, consumer & commercial loans.
- Provides an excellent experience to customers who contact Oriental to present a claim or request a service.
- Document the service actions taken in Oriental's core banking systems while complying with internal procedures of service and quality.
- Complies with established performance customer service metrics. Complies with Bank Secrecy Act (BSA), CFPB, TILA, RESPA and other related regulations.
- Other duties may be assigned.
MINIMUM REQUIREMENTS:
- Associate, technical degree or approved credits in Business Administration or related field required.
- One (1) year experience in customer service within the banking or financial industry required.
- 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
- Strong analytical and logical thinking skills.
- Customer service driven with strong attention to detail.
- Solid communications skills with a demonstrated ability to write clearly, concisely and effectively.
- Knowledge of the policies, regulations and practices that regulate the activities of consumer and commercial loans highly preferred.
- Detail oriented and able to manage multiple priorities required.
- Computer proficiency and knowledge of MS Office and other business applications required.
Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)
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What We Do
Since 1964, Oriental has thrived as one of Puerto Rico’s leading banks focused on serving the needs of consumers, businesses, and institutions. With multiple branches throughout the island, it has the second-largest network, and is the third-largest financial institution in core retail and commercial deposits. Oriental has a highly committed team of more than 1,500 employees serving nearly 300,000 clients. Since its establishment, Oriental has distinguished itself by delivering an unparalleled level of service to its clients making possible the progress of the customers, employees, investors and communities it serves.
OFG Bancorp (NYSE: OFG), is its diversified financial holding company that operates under U.S. and Puerto Rico banking laws and regulations. Its three principal subsidiaries, Oriental Bank, Oriental Financial Services and Oriental Insurance, provide a full range of commercial, consumer and mortgage banking services, as well as financial planning, trust, insurance, investment brokerage and investment banking services.
