Private Banking Service Officer - Plaza Dorado Branch

Full Time Job Opportunity

General Description

Develop and maintain relationships of trust and loyalty with the entire portfolio of Popular One clients particularly customer who receive tax benefits permissible under Act 60 (previously Act 20 and 22 of 2012).  Provide excellent service through a personalized relationship with clients. Work as a team with the Private Banker, colleagues in the unit, and other areas of the Institution such as: Popular Securities, Popular Risk Services, Popular Insurance, Fiduciary Services, Popular Mortgage, Popular Auto, and others with the purpose of supporting and executing requests received from our clients. Address the financial needs of the client, monitor transactions and claims, while complying with the rules and operational procedures established by the Institution. 

Essential Duties and Responsibilities

• Open deposit accounts in PICS. Open CDs and IRAs in PISYS.
• Document DCI for each open account.
• Provide follow-up to clients to ensure they send all required documents for transactions and products, and that these documents have the corresponding signatures.
• Make transfers between accounts (PCAS or Telepago) and wire transfers in the MTS (Money Transfer System) system.
• Register and complete credit applications in ACAPS system. Follow-up to credit decisions is required.
• Use TCS tool to assist clients with credit card requests.
• Check daily overdrafts and contact clients to decide to cover balances before 10AM.
• Carry out collections for client portfolios to minimize losses. Refer to the Private Banker the cases that need their intervention. Document each case in the CACS system.
• Register customer claims and complaints in PCAS.
• Follow up on claims and other requests that allow us to exceed customer expectations.
• Keep clients informed of what is being worked on to develop and maintain relationships of trust and loyalty. 
• Assist customers in Mi Banco with the unlocking and rest of passwords and / or security questions through the CSR Tool application and ATH Móvil. 
• Document every interaction with customers in the Salesforce CRM system.
• Contact clients to analyze and document situations that arise regarding BSA transactions, (JIRA) and other reports.
• Generate courtesy calls to customers, send birthday cards and appreciation notes for notable events.
• Access the Web AMMO/Mobius application to obtain account statements requested by clients.

*This job has no supervisory responsibilities.

Education

Bachelor’s degree in Finance, Accounting, or Business Administration, (preferable) or related.

Experience

Two (2) years of experience in sales or service functions, preferably in banking products. 

Other Qualifications

• Knowledge of the Bank's deposit and credit products and services. 
• Excellent customer service and sales skills. 
• Knowledge of the process of opening banking products such as: checking accounts, reserve lines, credit cards, IRAs, ATH, Telepago, etc. 
• Excellent teamwork skills, interpersonal relationships, and negotiation. 
• Knowledge of platform systems, PISYS, PICS, ACAPS, Salesforce and MTS. 
• Elevated level of organization to establish priorities, work with multiple tasks, meet deadlines, and be flexible to change. 
• Ability to work under pressure with minimum supervision. 
• Knowledge and proficiency in MS Office programs: Word, Excel, Outlook, and PowerPoint. 
• Advanced oral and written communication, both in English and Spanish. 

Location

The location of this position is at Plaza Dorada Branch in Dorado. The Private Banking Service Officer must be available to cover the Investor Services Hub Office at Popular One, Popular Center Lobby in Hato Rey, when it is required. 

Values