The Advisor, Retail Channels (Operations) ensure an exceptional experience for our Concierge customers. Will provide operational and service management for the unit, guaranteeing compliance with customer commitments, anticipating and resolving friction in customer experience, and driving continuous improvements based on data analysis, dashboards, customer feedback, and quality reports. Position works onsite based in San Juan, PR.
MAJOR DUTIES & RESPONSIBILITIES:
- Concierge Customer Service Management:
- Ensure an exceptional and differentiated service experience for high-value customers.
- Monitor compliance with service level agreements (SLAs) and customer value commitments.
- Coordinate swift and effective resolution of incidents or complaints.
- Operational Management:
- Establish and optimize internal processes to ensure operational fluidity and efficiency.
- Monitor daily execution and ensure regulatory and internal policy compliance.
- Coordinate with other units within the bank to eliminate friction in customer service and attention processes.
- Friction Prevention and Analysis:
- Proactively identify friction points in customer experience using operational data, direct feedback, trend analysis, and quality reports.
- Generate reports and insights to make data-driven decisions (dashboards, KPIs, NPS, response times, etc.).
- Develop continuous improvement initiatives to enhance customer satisfaction and reduce rework.
- Leadership and Team Coordination:
- Support the Concierge team by fostering a culture of excellence and customer orientation.
- Coordinate training, feedback sessions, and updates to service protocols.
- Other duties maybe assigned.
EDUCATION AND EXPERIENCE:
- Bachelor’s degree in business administration, finance, marketing, or related field required.
- Three (3) years in similar roles managing service or operations in banking, insurance, luxury hospitality, or high-demand industries required.
- Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
- Knowledge of banking processes, local regulations, and standards.
- Fully Bilingual – English and Spanish (written and verbal) required.
- Experience with service KPIs management and dashboard usage (e.g., Power BI).
- Proficiency in MS Office (Microsoft Word, Excel, Outlook) and other business applications required. Familiarity with CRM tools.
WORK AUTHORIZATION & ELEGIBILITY:
- Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
- Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.
Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)
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