Service Representative-Fraud

Date: Apr 22, 2021

Location: San Juan, PR


A leading financial institution setting the pace through its commitment to corporate values and a superior client satisfaction, seeks a qualified candidate to join its POPULAR team of successful professionals in Puerto Rico for the following position:

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 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.


+ 60 Bachelor's degree credits approved


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

Important: The candidate must provide evidence of academic preparation or courses related to the published job.

As Puerto Rico’s leading financial institution, we reaffirm our commitment to offer essential financial services and solutions for our customers at all times, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.


Popular Inc., is an Equal Opportunity Employer

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