Service Representative

Job Type

Full Time Opportunity

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.

Essential Duties and Responsibilities

• Contact customers to follow up on their credit applications, validate supporting documentation, and inform them of any outstanding documents required.
• Educate customers on the terms and conditions related to the approval of their requests.
• Coordinate loan disbursements according to the terms agreed upon with the customer.
• Guide customers through the disbursement process.
• Verify that all required documentation is complete before proceeding with disbursement.
• Manage multiple systems and applications required to complete assigned tasks based on the business lines supported by the unit.
• Process referred requests with a sense of urgency, completing them on the same day they are received, in accordance with the unit’s established service level agreements.
• Digitize and electronically file processed documents.
• Maintain effective communication with Branch personnel, Telemarketing, Help Desk, and other departments to ensure efficient handling of requests.
• Monitor processing times to ensure compliance with established service standards.
• Adhere to confidentiality requirements and safeguard customers’ financial information.

Education

24 credits approved from a University or Accredited Institution or equivalent combination of education and experience.

Experience

At least 2 years of experience in customer service.

Other Qualifications

• Positive and proactive attitude, with a willingness to listen, understand, and address customer needs in order to provide the best solution based on their circumstances.
• Proficiency in both English and Spanish, verbal and written.
• Excellent communication skills.
• Strong interpersonal relationship skills.
• Ability to effectively handle objections over the phone.
• Willingness to work under pressure while maintaining focus on achieving goals.
• Ability to prioritize tasks, manage multiple responsibilities simultaneously, and adapt to changing needs.

Region Locations

On Site: Señorial Center, Cupey

Work Schedule

Monday to Friday 8:00am - 5:00pm

• Availability to work weekends, holidays, and overtime as needed.
• Flexibility to work extended hours, including Saturdays, Sundays, and holidays.
• Availability to travel outside of Puerto Rico.

Values