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The Advisor, Remote Network (Operation) 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)

Recruitment Privacy Statement (https://orientalbank.com/assets/pdfs/recruitment\_privacy\_policy\_statement.pdf)

Compliance Posters

This may be the opportunity to change your life and take your career to the next level.

Oriental is a great place to work, grow and develop. Each employee is key in the company's success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to:

Compliance_Posters / Labor Laws (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf)

Recruitment Privacy Policy Statement

Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel.

Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables:

Afiches de Cumplimiento/ Leyes Laborales (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf)

Política de Privacidad de Reclutamiento