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Service Representative

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Date: May 12, 2019

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. 

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. Auto leasing procedures, used cars and sticker sale, etc.

Minimum Education

+ 60 Bachelor's degree credits approved

Technical and Commercial Course in Integral Banking


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.



Analytical Discipline

Collaboration & Teamwork

Change Agent

Customer Centric

Self Development

Business Excellence


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.


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.


                                                                                                                                                                  Popular is an Equal Employment Opportunity Employer.

Job Segment: Customer Service Representative, Customer Service

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