Service Representative

General Description

Monitor the applications entered in the ACAPS system for the Consumer and Commercial products, to ensure that all the steps were completed. Support PR and VI sales channels’ employees in the ACAPS or Salesforce application’s data entry or disbursement processes.

Essential Duties and Responsibilities

• Evaluate incomplete or pending applications to identify next steps and refer to the different areas, for the adequate follow-up or completion of missing tasks.
• Support sales channels in the applications follow up and in the credit cards booking.
• Be connected to the Help Desk ACD (phone system) to assist Bank Consultants in the consumer credit origination process and support them handling incidents regarding the different systems.  
• Assist client’s referrals from the Relief Option Administration Team to complete Refinance Balance Only (RBO) applications.
• Request and document credit references for customers from the British Virgin Islands to refer for credit evaluation.

Education

At least 60 college credits approved in business administration or equivalent combination of education and related experience.

Experience

Two years of experience in customer service or related experience.

Knowledge, Skills and Abilities (KSA's)

• General knowledge of the Consumer Credit Products, Procedures and Regulations preffered
• Knowledge of the ACAPS system preferred
• Excellent communication skills, both oral and written in English and Spanish
• Knowledge of MS Office programs: Excel, Access, Word, PowerPoint and Outlook
• Excellent interpersonal skills and teamwork
• Flexibility to adapt to new situations and rapid changes
• Demonstrate initiative to find solutions and make decisions within delegated responsibility
• Ability to work under pressure
• Skill to handle multiple tasks simultaneously
• Ability to handle situations under strict confidentiality
• Positive attitude and willingness to listen, understand and solve customers’ needs
• Ability to work independently with minimal supervision

Values

Additional Requirements

The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties and responsibilities of the position. The specific details of each position are described in the employee’s performance evaluation.