Customer Service Representative

hace 2 días


San Juan, San Juan, Puerto Rico Oriental A tiempo completo

Job Summary:

The Facilities Support Associate, Retail Channels, plays a vital role in ensuring compliance with our brand standards. This role works hybrid, with most time spent in branches within Puerto Rico and US Virgin Islands.

Main Responsibilities:

  • Perform quality assurance reviews to assess and measure performance and compliance with our brand.
  • Review quality of service interactions on face-to-face, remote (phone, chats, social media), and digital channels.
  • Review digital channels readiness.
  • Review and provide facilities recommendations from the customer journey perspective.
  • Monitor channels readiness for daily operations and service.
  • Prepare review reports to inform findings, non-compliance, and observations to corresponding supervisors.
  • Assist in the continued improvement of Standard Operating Procedures (SOPs) based on quality assurance reviews.

Requirements:

  • Bachelor's degree in Business Administration, Marketing, or a related field required.
  • Two (2) years of experience in administrative support, customer service, or a related field required. Banking experience preferred.
  • Proficiency in MS Office (Word, Excel, Outlook), reporting systems, and other business applications required.
  • Excellent written and verbal communication skills in Spanish and English required.
  • Excellent analytical and interpersonal skills, multitasking, teamwork, and ability to work effectively with clients required.
  • Availability to travel within Puerto Rico and US Virgin Islands required.


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