Associate, Transactional Services (Technical Support) - Temporary

The Associate, Transactional Services (Temporary) provides technical support, troubleshooting assistance and training to commercial clients for our transactional products and services. Position will be working temporary (6 months) and on site based in San Juan, PR.

Main Duties & Responsibilities

• Provide training and technical troubleshooting assistance to commercial client’s products and services (Oriental Cash Management, Paynet Plus, Paynet Plus RDC, Lockbox Archive, “Archivo Digital”, FastCash, FTP Services, balance reporting, among others).
• Participate in a commercial client’s configuration validation process to assess any experience issues and perform corrective actions.
• Receive, register, and answer commercial client requests, complaints & inquiries that are received by phone or email.
• Escalate and follow-up commercial client incidents to third party vendors for resolution.
• Ensure ACH & Wire exceptions files are transmitted prior to submission deadlines.
• Review positive pay exceptions and ensure they are managed by the commercial clients prior to the bank submission deadline.
• Manage work queues to ensure operational needs are met accurately and efficiently.
• Recommend process and procedure changes to improve customer experience and internal efficiency.
• Communicate any incident, problem, or issue trends with recommended solutions to management.
• Participate in the unit Business Contingency Plan.
• Other duties may be assigned.

 

Minimum Requirements

• Associate Degree in Information Systems required.
• Two (2) years of experience in technical support and troubleshooting required. Banking experience preferred.
• 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.
• Proficiency in MS Office (Word, Excel, Outlook) and other business applications required.
• Excellent written and verbal communication skills in Spanish & English required.
• Excellent public speaking, interpersonal and communications skills, multitasking, teamwork, and the ability to facilitate easily required.

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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