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Service Representative

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Date: Dec 16, 2018

Location: San Juan, PR

Full Time & Part Time Opportunities

General Description

Interact with customers to provide them with information in response to their inquiries ensuring that customers receive the best service possible. Research and resolve their service-related problems in an accurate and promptly manner. Receives and pays out money, keeps records of money and negotiable instruments involved in financial transactions. Monitor flow of personal loan applications and disburse all approved personal loans that qualify for "Desembolso Asistido" through the ACAPS system.

Essential Duties and Responsibilities

Provide exceptional customer service by responding to all walk-in customer service requests, customer calls, customer emails and written correspondences.  Build rapport with each customer.  Actively listen to customers requests and inquires.  Identify and assess customers’ needs to achieve satisfaction.  Retain customers who inquire about canceling products or services through open listening, negotiation and policy review. Document in detail all interactions with customers.  Provide customer education on product and services.  Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.  Adjusts complaints concerning charges or services rendered, referring complaints of service failures to designated departments for investigation.  Follow communication procedures, guidelines and policies. May promote cross selling of bank products and services. Refer incomplete or pending personal loan applications to the different  areas and contact customers to notify of loan approval. Promote use of Mi Banco platform to complete loan disbursement.

Minimum Education

+ 60 Bachelor's degree credits approved

Technical and Commercial Course in Integral Banking

Experience

Two (2) years of experience in customer service, sales, cash handling or related experience.

Other Qualifications

  • Must have an excellent disposition and outstanding customer service skills, including telephone skills and etiquette, be customer service-oriented. A willingness to serve.
  • Detail-oriented with analytical skills.
  • Excellent oral and written communication skills in English and Spanish.
  • Ability to establish priorities and to work with multiple tasks simultaneously.
  • Ability to work under pressure and with a sense of urgency, to work with a team and collaborate with others to accomplish common goals.
  • Excellent interpersonal and communication skills towards customers and coworkers
  • Computer skills including knowledge of Windows Microsoft Office applications (Word, Excel, Power Point etc.).
  • Some positions may require working sitting down or standing up and using telephone equipment.

Competencies

Accountability

Analytical Discipline

Collaboration & Teamwork

Change Agent

Customer Centric

Self Development

Business Excellence

Character

Additional Information

Some positions may require, as part of the evaluation process, that applicants complete an online questionnaire. After completing the application, applicants will be receiving an email containing the instructions on how to complete the online questionnaire.

In order to be considered for said positions, the applicants must complete a full time training (Mon. - Fri., 8AM - 5PM) for a period of 17 business days. Other positions may require that applicants complete a full time training (Mon. - Fri., 8AM - 5PM) for a period of 6 weeks.

 

Popular is an Equal Employment Opportunity Employer.


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